CONSULTANTS: ARE THEY USEFUL? by Chris Burand Consultants, when properly used, can be a great benefit to your agency. As a resource with varied agency experiences, as ...

CSR PROFIT-SHARING INCENTIVES Here are suggestions for CSR incentives: For CSRs who remain with the agency for a full year, split 25% of the increase in the commission incom...

DOES EVERY CUSTOMER'S OPINION COUNT? NO! by Chris Burand A customer at a luxury car dealership complained to the salesperson, 'These additional features are unnecessary and certainly n...

LEARNING PLANS FOR CSRs by Mary Beth Bolen Customer service is a dynamic, changing field. A stick-in-the-mud agency that clings to outdated practices often stays right where it started - in the ...

This letter and questionnaire generated quite a response and helped one agency that sent it learn a lot about their image. The response rate to the letter was 13.23% --...

MAKE AGENCY MEETINGS PRODUCTIVE by Jack Fries Have you ever been in a meeting where you didnt know what they were talking about and each minute seemed like an hour? Many...

MAKE YOUR CLIENTS FEEL APPRECIATED! by Catherine Oak At your next general staff meeting, ask your people what they can do to get each client they see to feel appreciated. Have a leader ga...

“Moments of truth” occurs whenever CSRs and producers talk to a customer on the phone or in person. It’s important that each member of the agency be prepared for this contact. The impression left with the client or prospect will determine their future relationship with your agency. Because the ultimate goal of any business is to obtain and retain customers, it’s essential for you to create the proper image at the moment of truth. Some of the key factors in managing the moment of truth are:

MANAGING DOWNSIZING, LAYOFFS, AND RIFS by Don Phin Many companies are facing the reality that they have no alternative to eliminating hours, reducing pay, or terminating employees nd...

Eventually, almost every employer after employer needs to deal hiring low wage earners who are seldom motivated toward high performance.