AGENCY TELEPHONE PROCEDURES: HOW TO TAKE CALLS by Karen Flaherty Verbal Courtesy Courtesy pays off. It's hard to be mad at someone who's being nice, so be nice! Be generous with ...

REPEAT BUSINESS STRATEGY: EXCELLENT SERVICE by Troy Campbell Many service organizations have tried to capitalize on repeat-business strategies. These strategies appear in the forms of Freq...

THE ABCS OF E&O by Grace Bauer These dos and donts can be all too easy to overlook. Every agency is concerned about protecting itself against E&O claims. This list of E&O...