MENTORING FOR AGENCY GROWTH by Mona Carpenter According to Webster's, a mentor is 'a loyal advisor entrusted with the care and education of a student ... a wise and trusted counselor.' I...

SUPER SERVICE: A PROCESS, NOT A PROJECT by George Nordhaus We often see 'service' as a magic word-the 'open sesame' that will somehow ensure customer retention and build bottom-line profits....

TECHNOLOGY AND THE AGENCY: A PRIMER by Ken Buehler Recently I met with an agency that had a state-of-the-art computer system. The system did everything, and then some! ACORD certificates, bind...