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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...
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DON'T LOSE YOUR WAY WHEN NAVIGATING CUSTOMER CURRENTS by Al Diamond Recently, the people at Motorola, the electronics giant, announced that they had 'lost their way.' This innovative c...
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ARE YOU GIVING YOUR CUSTOMERS WHAT THEY WANT? by Al Diamond The first question is 'Do you know what the customers want?' If your answer is 'They always want the lowest ...
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CREATING A LEGENDARY AGENCY by Al Diamond A 'legendary' agency is one that loses customers only when the customer dies, moves, or sells the business. It has a regular, measurable flow o...
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THE TEN COMMANDMENTS OF CUSTOMER SERVICE by Al Diamond I. Do things right-every time.Of course everyone tries to process items correctly. Why do we need to be so absolute in this command...
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MAKING CUSTOMER SURVEYS WORK by Al Diamond Customer Satisfaction Surveys have not yet become popular in the insurance agency business. Too many agency owners fear, rather than look forward to, ...
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CUSTOMER PROFILING by Al Diamond Although most agency management systems offer the potential to profile customers, relatively few agents complete, update, or use their customer profiles effecti...
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THE 10 COMMANDMENTS OF CUSTOMER SERVICE by Al Diamond These guidelines by Al Diamond for offering your customers world-class service speak for themselves. 1. Do things right ? e...
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'BUT I CAN'T AFFORD TO ADVERTISE!' by Al Diamond Why on earth would agency principals pay a consu...
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THE AGENCY 'X-FACTOR' by Al Diamond Why some agencies struggle to succeed, while others glide to success. It seems that we constantly ask ourselves...