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ASKING QUESTIONS: IT'S AN ART by Mary Beth Bolen Different types of questions require different types of responses. In your daily dealings with customers, it's important for you to know the ...
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DEVELOPING BROKER SERVICES AGREEMENTS by Gary Griffin This document by Gary Griffin illustrates the detail with which you can draft a broker service agreement and paves the way for you ...
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AGENCY OWNERS AND CONSULTANTS: A WIN-WIN RELATIONSHIP by Edward Curry Perceptive agents never lose sight of what makes their agencies succeed. Sooner or later, most...
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A soft insurance market is often used as an excuse for ignoring certain issues. Why bother figuring out whether to retain risk or transfer it to...
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AGENCY GROWTH AND THE PERPETUATION DILEMMA by Carol Hammes Despite the incredible deepening of the commercial soft market, many independent agencies have continued to grow and have been qu...
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THE OVERWORKED AND UNDERPAID CSR by Grace Bauer Agency principals need to realize how overworked and underpaid CSRs really are. Look around the office. Are employees coming in early to get ...
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AGENCY TELEPHONE PROCEDURES: TELEPHONE EXCELLENCE by Karen Flaherty If you ask a group of customer service representatives to talk about problems they encounter on the job, the agency tel...
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AUTOMATION'S IMPACT ON MERGERS AND ACQUISITIONS by Angela Bemiss With so many agencies looking to merge with or acquire other agencies, automation has become increasingly impo...
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AGENCY COMPENSATION SURVEY by Carol Hammes Doing what youve always done in terms of raises and bonuses might not be giving you the 'bang for the buck' that it used to. This docume...
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CUSTOMER LOYALTY AND RETENTION PRIMER by Lynn Thomas In todays highly competitive marketplace, customer retention is a critical success factor. IIAAs Best Practices lists i...