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RETENTION AND RENEWALS: TWO NEW STEPS FOR PRODUCERS AND CSRs by Preston Diamond The higher your agencys referral and renewal rate, the stronger your bottom line. In this docume...
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PRODUCER EQUITY POSITIONS by Al Diamond Never offer equity in a producer's created book of business. Well, 'never' may be too absolute. Let me put it this way. Never offer equity only ...
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LOVE THEM OR LOSE THEM: CUSTOMER RETENTION IN ACTION! by Lynn Thomas Here's the bottom line for retaining customers: You have just one choice -- Love your customers or lose them. Peri...
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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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'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...
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THE CUSTOMERS OF AN INDEPENDENT INSURANCE AGENCY by Gary Holgate As a consultant, the first questions I ask agency owners concern their customers. This provides me with a feel for the agency and...
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“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:
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THE ELEPHANT HUNTERby Al Diamond Before you acquire an agency, make sure you acquire agency experience. I was recently contacted by a smart young agent who had come into the bus...
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Unfortunately, all too many office meetings get off track all too easily. Check out this list of common meeting headaches and how you can avoid them:
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YOUNG AGENTS: A NEW BUSINESS MODEL FOR A NEW GENERATION by Elaine Tolen When Amy Bryan opened Bryan Insurance Agency (New Windsor, NY), in 2004 at the age of 22, she had no clients, no carrier...