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... x No Thanks Loading.. Speed: A New Entitlement 4/30/2013 by Jack Burke This content has not been rated yet. A benefit or a gift can quickly become something the receiver expects to get. Customer satisfaction, for instance, was originally a goal for businesses who cared about their future-something extra for the customers. Today's customers no longer are impressed with mere satisfaction; they deem the extras a basic right of the capitalistic system! Good service and professionalism, once considered added values, have become entitlements. Entitlements have gripped the hearts of consumers. Even complete satisfaction isn't enough anymore. As the mavens have been expounding, you now have to WOW your clients by totally exceeding their expectations. One of the most basic forms of entitlement ever developed is the right' to ... Now we tap a foot impatiently while waiting for a page to print out. It seems unfair, but the entitlement to speed has gradually spread to technologies that have not experienced any great revolution in speed. Take telephones; speed-dialing aside, it still takes roughly the same time to make a connection, and the spacing between the rings remains unchanged. Nevertheless, if the phone has not been picked up by the second or third ring, I no longer tolerate the wait. Often I'll hang up and redial, thinking I must have dialed the wrong number. After all, no one would let a telephone go beyond the third ring! What does all this mean to you, the agency owner? Most agents acknowledge that banks are beginning to compete for their customers. They admit that the ...

...ce requires plenty of flexibility. Jack Burke examines what it takes to succee...d supply chain. Some pundits say that Jack Welch of General Electric blew his ...

... Search Articles/Libraries Select a Category All Benefits & Financial Services Commercial Lines Insurance Careers Communications Customer Service Financial/Accounting General Articles Human Resources Legal and E&O Letters (Customer Service) Letters (Sales) Life/Financial Services Management Marketing Marketing Agency of the Month Organizational Profiles Personal Lines Planning Questions & Answers Risk Management Selling Specialty Lines Technology Uncategorized Choose a Content Package All Member Content IMMS Library Jack Burke LIG Marine Managers USG Insurance Services, Inc. NIF Group Inc. PRS High Hazard/High Risk Workers' Compensation Business Insurance Insurance for Individuals and Families Personal Finance Theo Walker Search Titles only Search author Search Titles and content Show Results Loading.. Similar Articles Sample Telemarketing Scripts Agency Bill Vs. Direct Bill: Avoid Confusion Sample Broker-Of-Record Letter Cross-Sell Letter Commercial Lines Prospecting Letter Content Packages This article ... you said or to make a point. If you pause just a few seconds, the listener has a chance to digest what you said and to respond, and you can gauge their reaction. It also shows that you're not dominating the conversation, but rather are taking the time to listen (you're in control) . Silence can be used to create positive tension: Ask a question and shut up. Don't speak again until the other person answers. Silence can be deafening. It's surprising how loud a few seconds of quiet can be before someone caves in and has to speak. He who speaks first loses, ' goes the saying. Consider it another tool in your briefcase. A pause can also be used to test the water - a trial close. Say something like What we ...

... content has not been rated yet. CompleteMarkets Editor 4/30/2013 12:00:00 AM The previous article (Creating A Successful Plan For Marketing Commercial Lines Part I), presented information about the matrix of the agency book of business, the review of the book of for account development, and a review of company programs and products. In this second of a three-part series, Jack Fries focuses on selecting a proper market. All Articles by CompleteMarkets Editor Comments (0 ) Commercial Lines Marketing Plan: Part Iii This content has not been rated yet. CompleteMarkets Editor , Jack Fries 4/30/2013 12:00:00 AM Now that you've decided on the markets to pursue and your marketing approach, it's time to initiate the plan. In this final article of ... & Links Categories Popular Recent All Marketing Agency of the Month Back Administrative Expense Changes For The Life Operation This content has not been rated yet. CompleteMarkets Editor , david goodwin 4/30/2013 12:00:00 AM Here's a letter I received recently: Dear Dave: I am the manager of a four-person Life/Benefits department of a P/C agency. The agency is set up with profit centers such as Personal Lines, Commercial Lines, Surety, and Life/Benefits. Each profit center shares in the common overhead of the agency office supplies, salaries, etc. I have no problem having my department pay for what it uses. All Articles by CompleteMarkets Editor Comments (0 ) Best Practices Agencies: The Best Of The Best This content has not been rated yet ...

... yet. CompleteMarkets Editor , Patricia Czech 4/30/2013 12:00:00 AM A ONE-MINUTE MARKETING PLAN byPatricia Czech Whether you're planning a new Web site or your site is already up and running, here's some inside information you need t.. All Articles by CompleteMarkets Editor Comments (0 ) A Quick And Easy Web Marketing Plan This content has not been rated yet. CompleteMarkets Editor , Jack Fries 4/30/2013 12:00:00 AM A QUICK AND EASY WEB MARKETING PLAN by Jack Fries Whether youre planning or upgrading your Web site, these proven principles can help. Web surfing is a fast-paced sport. .. All Articles by CompleteMarkets Editor Comments (0 ) One-Minute Web Advice This content has not been rated yet. CompleteMarkets Editor , Jack Fries 4/30 ... Newsletters Employees Articles Blog Photos Group Connections Reviews IMMS Library Immerse yourself in our stacks. Take some time and browse through our library. We have thousands of articles, checklists, tip sheets, sales letters, and more! Communications Marketing Customer Service Planning Finance/Accounting Risk Management Human Resources Selling Legal and E&O Technology Life/Financial Services Glossaries Management Resources & Links Categories Popular Recent All pop up window Articles tagged with pop up window Back A One-Minute Marketing Plan This content has not been rated yet. CompleteMarkets Editor , Patricia Czech 4/30/2013 12:00:00 AM A ONE-MINUTE MARKETING PLAN byPatricia Czech Whether you're planning a new Web site or your site is already up and running, here's some inside information you need t.. All Articles by CompleteMarkets Editor Comments (0 ...

... yet. CompleteMarkets Editor , Patricia Czech 4/30/2013 12:00:00 AM A ONE-MINUTE MARKETING PLAN byPatricia Czech Whether you're planning a new Web site or your site is already up and running, here's some inside information you need t.. All Articles by CompleteMarkets Editor Comments (0 ) A Quick And Easy Web Marketing Plan This content has not been rated yet. CompleteMarkets Editor , Jack Fries 4/30/2013 12:00:00 AM A QUICK AND EASY WEB MARKETING PLAN by Jack Fries Whether youre planning or upgrading your Web site, these proven principles can help. Web surfing is a fast-paced sport. .. All Articles by CompleteMarkets Editor Comments (0 ) One-Minute Web Advice This content has not been rated yet. CompleteMarkets Editor , Jack Fries 4/30 ... Newsletters Employees Articles Blog Photos Group Connections Reviews IMMS Library Immerse yourself in our stacks. Take some time and browse through our library. We have thousands of articles, checklists, tip sheets, sales letters, and more! Communications Marketing Customer Service Planning Finance/Accounting Risk Management Human Resources Selling Legal and E&O Technology Life/Financial Services Glossaries Management Resources & Links Categories Popular Recent All sign up form Articles tagged with sign up form Back A One-Minute Marketing Plan This content has not been rated yet. CompleteMarkets Editor , Patricia Czech 4/30/2013 12:00:00 AM A ONE-MINUTE MARKETING PLAN byPatricia Czech Whether you're planning a new Web site or your site is already up and running, here's some inside information you need t.. All Articles by CompleteMarkets Editor Comments (0 ...

... only means of keeping the needed coverage in force. &# 160 It comes down to personal choices. Do we do that which is only in our own self-interest? Or, do we do the right thing? I remember an old closing line from my Life insurance days, "Have you ever been sorry for doing the right thing?" I hope I never am. &# 160 Jack J. Maniscalco Jack J. Maniscalco & Son, Ltd. Washingtonville, NY Reproduced, with permission, from the VuPoint Newsletter of the IIABA Virtual University. For more information on the Virtual University, click here . The members of the University Faculty offer expertise in every aspect of agency management and marketing. Many of these faculty members are available for in-house training or consulting. For contact information ... Blog Photos Group Connections Reviews IMMS Library Immerse yourself in our stacks. Take some time and browse through our library. We have thousands of articles, checklists, tip sheets, sales letters, and more! Communications Marketing Customer Service Planning Finance/Accounting Risk Management Human Resources Selling Legal and E&O Technology Life/Financial Services Glossaries Management Resources & Links Categories Popular Recent All Back Should Agencies Follow Up On Company Notices To Insureds?4/30/2013 10:36:58 PM by CompleteMarkets Editor , IIABA Virtual University Faculty IIABA Virtual University Faculty This content has not been rated yet. SHOULD AGENCIES FOLLOW UP ON COMPANY NOTICES TO INSUREDS? by the IIABA Virtual University Faculty A company sends a premium notice to one of your elderly clients who lives alone. You're fearful that they'll forget ...

... CompleteMarkets Editor , Mary Beth Bolen 4/30/2013 12:00:00 AM CSR SELF-ANALYSIS AND CAREER GROWTH by Mary Beth Bolen How CSRs can help themselves and their agencies grow. In the past, most people spent their entire work lives in one or.. All Articles by CompleteMarkets Editor Comments (0 ) CSR's: What's In A Name? This content has not been rated yet. Jack Burke 4/30/2013 12:00:00 AM CSRS: WHATS IN A NAME? by Jack Burke After considering this topic for years, Ive finally screwed up the courage to put it into words. The specific name that I& .. All Articles by Jack Burke Comments (0 ) Customer Service: Beware The Bureaucratic Trap! This content has not been rated yet. Jack ... Articles tagged with paperwork Back Dedicated' Agency Management This content has not been rated yet. CompleteMarkets Editor , Chris Burand 4/30/2013 12:00:00 AM lsquo;DEDICATED AGENCY MANAGEMENT by Chris Burand Once your agency reaches a certain size, dedicated agency management is essential for continued success. Agencies ar.. All Articles by CompleteMarkets Editor Comments (0 ) Backlog! Are You Keeping Up? This content has not been rated yet. CompleteMarkets Editor , Grace Bauer 4/30/2013 12:00:00 AM BACKLOG! ARE YOU KEEPING UP? by Grace Bauer Does your office have a serious backlog problem? If you answered no' to this question, think again! Most of the offices I talk to every.. All Articles by CompleteMarkets Editor Comments (0 ) ...

... . Take some time and browse through our library. We have thousands of articles, checklists, tip sheets, sales letters, and more! Communications Marketing Customer Service Planning Finance/Accounting Risk Management Human Resources Selling Legal and E&O Technology Life/Financial Services Glossaries Management Resources & Links Categories Popular Recent All Back Defeating Customer Loyalty 4/30/2013 12:00:00 AM by Jack Burke This content has not been rated yet. It's not the big things that will cost you customers. Quite frequently, it's the small things that drive people into the arms of your competition. Jack Burke shows you how to treat your customers as you know they want to be treated. One credit card company has built an entire advertising campaign around the difficulty of accessing awards that people earn ... to our ethical values? Or, better yet, what kind of mind institutes a "loyalty" program that makes customers mad? Sometimes it's not the payout that causes the problem; on occasion, the program process can create dissension as well. Office Depot recently launched their Advantage Program. It's designed to reward loyalty with quarterly discount coupons based on the amount of purchases made. You can earn up to $50 in coupons each quarter. The program sounded good to me; it was like free money for purchases I would have to make anyway. All I had to do is let them scan my member card when I made a purchase. Like the grocery stores, they even provided a key ring-sized card. A few months ago, I made a fairly large purchase, but forgot ...

...into the arms of your competition. Jack Burke shows you how to treat your cust...