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COMBINE INCENTIVE COMPENSATION WITH EMPLOYEE EVALUATIONS by Al Diamond Wouldn't it be nice to have employees looking for more business to handle, or helping to innovate to ...
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WHAT'S A CUSTOMER WORTH? by Al Diamond You work hard to sell insurance to new customers, we all know that, and that is why we pay for marketing and advertising to prospects, the general public...
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WALKING THE TALK: WHEN AN AGENCYS SERVICE STANDARDS FAIL by Al Diamond Every agent with whom we speak tells us that their primary product is service. The agency provides such a high leve...
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SIMPLE WAYS TO DIFFERENTIATE YOUR AGENCY by E. Al Diamond Every year, I see agencies struggling with the problem of how to differentiate themselves from their competition. This is an especi...
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THE SERVICE CEILING: WHAT CAUSES IT, HOW TO RECOGNIZE IT, HOW TO BREAK THROUGH IT by E. Al Diamond We have a small Middle-Eastern restaurant in our neighborhood that is family ope...
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MAKING MONEY by Al Diamond We're all concerned with it. Some of us are consumed with it. Most of us are doing it (not as difficult in this market as it was in the soft market). Many of ...
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RESOLVING CUSTOMER PROBLEMS by Al Diamond When I became a quality consultant, I took on a responsibility to advise management whenever I either receive excellent service or substandard service....
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THE QUALITY SCORECARD by Al Diamond Without industrywide efforts to improve, the insurance industry will continue to be susceptible to alternative markets, alternative-distribution channels, an...
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QUALITY CUSTOMER SERVICE DO WE WALK THE TALK OR JUST TALK? by Al Diamond At least once a month we encounter an agent with the unique problem of losing more customers than theyre ...
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BUDGETING: WHAT, WHY, AND HOW? by Al Diamond Most insurance agencies dont budget. They operate on the lsquo;Money-in-the-Bank or the lsquo;Sell-and-Hope-for...