ACCOUNT-UPGRADING Dear (Customer Name): Clients often ask us, 'Do I need to bond every single one of my employees to make certain I'm protected?' The subject of bonds can seem complex, but at (Yo...

COMMUNICATION BUILDS TRUST by Bill Cates Why we all need honest communication in our business and personal lives. In his book Just Be Honest, Steven Gaffney believes that withhold...

We Want You To Consider Buying Earthquake Insurance... Just To Make Sure You're On The Safe Side Of Financial Aftershock. Everybody's a buzz about...

ENCOURAGING CLIENT HONESTY Some people think it's acceptable to be slightly dishonest when they buy insurance. They may fib a little to reduce Auto insurance premiums or try to 'get a little ...

Finding out if someone is truthful is an art, not a science. The best truth-detecting machine on the market, the polygraph, is illegal in the hiring process. Imagine if there were an invention that could detect the truth with 100% accuracy, as predicted by futurist James Halperin in The Truth Machine.

Service seems to be a catch-all word for whatever seems to be lacking in our agencies. Most of us have identified service areas as most important...

I don't actually want to fail. However, the fact is that we learn near to nothing when everything is going...

Every year sometime after Thanksgiving, my clothes shrink. My newest suit coat no longer buttons, and the pleats of the pants pull tight. This is confusing, because in my mind’s eye, I’m still the lean, mean, fighting machine who completed Army basic training in 1971. The truth is that my clothes are the same size, but the body the fabric must cover has grown and reshaped.

“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:

PUT YOUR ATTITUDE OF SERVICE INTO ACTION: I by Bill Cates You know that client retention is every bit as important as acquiring new clients. Your 'attitude' of service becomes a '...