'BOOT CAMP' FOR INSURANCE AGENCIES by Dana Falardeau Why does the Army hire people with no experience? Could it be that they want to train them the right way at the start? Coul...

CSR TRAINING Often people newly hired to work in an agency are given a quick tour of the office and briefly introduced to their associates. They may be given a copy of the office manual (if there is ...

DEVELOP JOB PERFORMANCE STANDARDS by Troy Campbell Successful companies have documented expectations of their associates' performance. They also have staff members who continually strive to do thei...

EXCELLENT SERVICE IS MORE THAN A STATE OF MIND by E. Al Diamond When asked, 'What is your greatest strength?' most insurance agents will answer 'Excellent service.' Yet if all the age...

MARKETING PLAN: MODULE II INTRODUCTION You have five basic options regarding the structure of your Life operation. Each offers distinct advantages and drawbacks-d...

SIX WAYS TO lsquo;WOW' YOUR CUSTOMERS by Vicki Lenz The problem with many businesses today is that they strive to satisfy cus...

STAFFING SMART by Roy Phillips Agency profitability can start with well-trained, well-compensated customer service reps who know their jobs. Reasonable expense ratios can be the difference b...

In a recent edition of The National Underwriter, Editor Sam Friedman recommended that risk managers begin to explore the capabilities of sophisticated regional and local brokerages. This recommendation was based on recent broker megamergers and the growing lack of choice available to buyers.

For an independent agency or brokerage to take advantage of this opportunity, it should adopt the consultative brokerage style. In particular, its managers must learn the techniques that these sophisticated buyers have come to expect. The stewardship report and the executive summary are two techniques that firms must master to be successful in large accounts.