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USING OPERATING RATIOS AS A MANAGEMENT TOOL TO INCREASE AGENCY VALUE by Robert Westin The days of determining value solely by applying an assumed multiple to gross commissi...
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No matter how hard you try, customers will find fault with you or your staff. How you handle those complaints will determine your account retention and customer satisfaction rate. Here are three key guidelines to help the cause.
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THE CREATIVITY FACTOR by Jack Burke Every so often, theres a breath of fresh air in a marketing or customer service technique. Every so often, someone somewhere does somethi...
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As an independent agent, you enjoy a unique potential to cross-sell financial services to your clients. Here’s how to take advantage of this opportunity.
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IF PRODUCERS COULD PRODUCE By Chris Burand How much wood would a woodchuck chuck if a woodchuck could chuck wood? Or for agencies, how much production could a producer produce if a produc...
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DUE DILIGENCE IN AN AGENCY SALE OR ACQUISITION by Al Diamond Proper Due Diligence permits you to assess the true earnings potential of any acquisition or merger poten...
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COMMERCIAL INSURANCE CLAIMS PROCEDURE The most important service that we provide a customer is Claims Service. Most agencies put a very low priority on items such as claims reporting and follow ...
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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.
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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 '...
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Whether children or adults, people will live up to others' expectations of them. What are your employee evaluations telling your employees? How are these appraisals affecting their performance? In this document, Don Phin examines how employees react to performance evaluations, personally and professionally.