AGENCY OWNERSHIP CHANGES CALL FOR EXTRA CUSTOMER TLC by Emily Huling During times of transition, customers have special needs. Emily Huling warns that without proper new customer handlin...

Most agencies plan, measure and record the sale of new business, but very few take the time to really control the loss of business to the agency. It is the opinion of our firm that no agency really profits if business keeps coming in the front door and going out the back.

SUSPENSE SYSTEM CONTROL by Mary Beth Bolen A well-run suspense system means better customer service, more cost-effective operation, and a stronger bottom line. When clients call with ...

COMMERCIAL INSURANCE AUDIT PROCEDURE In most agencies, audits are processed much like all other types of mail. Because of the adverse financial impact that an audit can have upon an agency, it i...

COMMERCIAL INSURANCE CANCELLATION PROCEDURE There are three goals to the cancellation procedures. They are as follows: Determine the cause so that the agency can prevent future ero...

PERSONAL INSURANCE CANCELLATION PROCEDURE There are three goals to the cancellation procedures. They are as follows: Determine the cause so that the agency can prevent future erosi...

WORKING YOUR PLAN FOR RENEWALS by Mary Beth Bolen Remember when 'renew same' or 'renew as is' with your initials written on the copy of a declarations page were acceptable directives for a...