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... ." It's not always easy, but it's always worth it. To learn how to be extraordinary, read this brilliant example of complaint recovery from a nightmarish situation. Club-Med-Cancun's vacationers were heading from New York to their Mexican destination. The flight took off six hours late, made two unexpected stops, and circled for 30 minutes before it could land. Because of the unexpected delays and mishaps, the plane was en route for 10 hours more than planned and ran out of food and drinks. The plane finally landed at 2:00 a.m., with a landing so rough that the oxygen masks dropped from their compartments and luggage fell from the overhead bins. A lawyer on board had already started to collect names for a class-action suit. Silvo de Bortoli, general manager of the Cancun Resort and a legend throughout the organization for his ability to delight clients, got word of the horrendous flight and immediately created an antidote. He took half the staff to the airport, where they laid out a table of snacks and drinks and set up a stereo system to play lively music. As the guests filed through the gate, they received a personal greeting, help with their bags, a sympathetic ear and a chauffeured ride to the resort. Waiting for them was a lavish banquet, complete with mariachi band and champagne. The staff had also rallied other guests to wait up and greet the newcomers, and the partying continued until dawn. Many guests said it was the most fun they had had since college. Now that's a recovery which, by the way, resulted in no ...

... an employer plans to stop doing business, and there is no successor employer to receive and maintain these records, the employer must notify employees of their right of access to records at least three months before the employer ceases to do business. When OSHA standards require the employer to measure exposure to harmful substances, the employee (or representative) has the right to observe the testing and to examine the records of the results. If the exposure levels are above the limit set by the standard, the employer must tell employees what will be done to bring the exposure down. OSHA Inspections OSHA encourages employers and employees to work together to remove hazards. Employees should discuss safety and health problems with the employer, other workers, and union representatives (if there is a union) . As a last resort, if a hazard cannot be corrected, an employee should contact the nearest OSHA area office. If necessary, the OSHA area director can order an inspection if the employee is willing to submit a formal complaint. Discrimination for Using Rights Although there is nothing in the OSHA law which gives an employee the right to refuse to perform an unsafe or unhealthful job assignment, OSHA's regulations, which have been upheld by the U.S. Supreme Court, provide that an employee may refuse to work when faced with an imminent danger of death or serious injury. The conditions necessary to justify a work refusal are very stringent, however, and a work refusal should be an action taken only as a last resort. If time permits, the unhealthful or unsafe condition should be reported to OSHA or other appropriate ...

... nine years; now they tell me it's going to be 14. This policy is obviously no good. Or, You're telling me I could've gotten the same coverage for $2 ,000 a year less? ' Let's examine the reality. CARRIER RATINGS Although a client's concern about their policy investment' is understandable after a carrier's recent rating drop, most clients would do better to wait and see. If the client — or agent — is concerned about the company's survival, borrow the available cash value and keep these funds until it becomes clear whether to stay or leave. If insurability is an issue, buy Term insurance from a strong carrier and convert the coverage later, if necessary. This option offers the policyholder some control over the situation rather than merely being a victim. The action of last resort is to replace the existing policy; this guarantees the payment of a second set of sales charges and the likely imposition of surrender costs from the first policy. Unknowing or unscrupulous agents prey on client concerns about ratings without offering them an expanded list of options that don't have to cost them money, which they'll probably never recover. Although some replacements are valid in the face of an obvious failure, I suspect most replacement activity is motivated by a concern for compensation rather than for the client's best interest. NEW GOODIES Nothing aggravates me more than buying a new gadget and then finding two weeks later that an improved version is on the market. I hate obsolescence. I hate over-paying for something. But Life insurance is different; there's a definite cost to the consumer for switching. Because our ...

... to the conference room and continue studying the procedures. But, Mr. Supervisor, this is a major problem! ' Nancy pleads. But nothing! I'm busy. We'll discuss it this afternoon. If it can't wait, go see the department head, ' orders Sammy. Nancy rushes to the office of Billy Big and shouts, Mr. Big, we have a major problem, and Mr. Supervisor said to see you! ' Nancy, see my secretary for an appointment, ' Mr. Big says politely, wondering why Sam hires these excitable airheads. But, Mr. Big, the building- persists Nancy. Call maintenance if it's a building problem, ' Mr. Big dismisses her impatiently. Near panic, Nancy calls maintenance. The line is busy. As a last resort, Nancy calls Ruth Radar, the senior secretary in the accounting department. Everyone has told her that Ruth really runs this place. She can get anything done. Ruth Radar. May I help you? ' is the response on the phone. Miss Radar, this is Nancy, the new trainee. The building's on fire! What should I do? ' shouts Nancy through her tears. Nancy, call 911, ' Ruth says calmly. Of course this is a ridiculous example. Or is it? Assume you're the boss and take this eight-question test: In your business, do you hire the best and brightest and then instruct them not to think, act, or do anything during their training, except what you tell them to do? Do you promise training and instead ...

... you offer. That's a marketing task. If there is a market, marketing identifies the customers, creates the message, and sets in motion a plan to elicit interest from the target constituencies. Now, sales is ready to go to work. MYTH #3 : MARKETING TAKES TOO LONG There's a second, often unspoken, part to the previous myth: "We need sales now." Marketing does not offer an instant answer or a miraculous cure-all for slumping sales. The best quick fix to increase sales is to offer generous incentives, give away big discounts, or simply slash prices. These are sales strategies that have nothing to do with marketing. Marketing takes time. But a carefully crafted and well-executed marketing plan produces continuing positive sales results over a long period, without having to resort to price cuts. Whether it's Wal-Mart or Tiffany's, Giorgio Armani or Office Depot, customers seek certain brands because of value, not just price. They'll get what they want for the money they spend. That's marketing. MYTH #4 : MARKETING IS JUST ANOTHER WORD FOR ADVERTISING If there were ever a common misconception about marketing, this is it. Marketing and advertising are often used interchangeably by those who sell and produce advertising. Depending on the goals of the marketing plan, advertising might be one component of an overall program that includes a variety of promotional and public relations activities. The full effect of marketing is achieved by using a number of tactics at the same time to create a cost-effective impact. MYTH #5 : WE DON'T NEED RESEARCH; WE KNOW OUR CUSTOMERS It's easy ...

... on behalf of the E&O carrier, with your interests playing a small role. Most attorneys know little about the insurance industry and agency practices. But they do know who is paying their bill — the E&O carrier — and they sometimes assume that what's good for the E&O carrier is good for you. You or your consultant will have a big job getting the attorney to understand your situation and become your advocate. After that, you'll be ready to tackle your defense and proceed in earnest with the discovery process. Your next step is to decide whether to take your chances in court or settle the case. Keep your options open and follow the direction of your attorney and your E&O carrier. In our legal system, a trial should be the last resort. The odds aren't good that you'll get an informed, objective jury. They're often made up of people who don't like insurance companies and don't differentiate between companies and agents. Even a trivial error in handling a client could balloon out of proportion during a trial. MEDIATION: THE PROS A trial is expensive and time consuming. Mediation, on the other hand, is a relatively risk-free way for attorneys to hear their opponents' general case strategy. If both sides come to an agreement, the agency avoids the stigma of a judgment, and the client gets some satisfaction. The incentive to mediate is greater when plaintiffs allege unfair trade practices and other Insurance Code violations. The client's attorney might be making these allegations only to force mediation. But that might not be a risk you want ...

... x No Thanks Loading.. Managing Risk: A Guide For Your Business Client, Part 4 Of 4 4/30/2013 by CompleteMarkets Editor This content has not been rated yet. MANAGING RISK: A GUIDE FOR YOUR BUSINESS CLIENT Part 4 of 4 INSURANCE AND RISK MANAGEMENT This is the generally accepted sequence of risk management activities: The risk of loss is identified and measured. It's reduced as much as feasible by loss-prevention techniques. The loss is accepted as a budgeted cost to the extent that it can be fitted in to the financial picture. As a last resort, the losses that can't otherwise be treated are transferred. Insurance is the usual means. Insurance is so important as a risk-management tool and its cost so visible that other aspects have received relatively little attention. Nevertheless, they all tie together into the overall risk-management picture. Risk Identification It almost goes without saying that risks must be identified before they can be treated. This is one of the measures of a good risk manager. Here are just some risks that occasionally elude the public agency risk manager: Loss of revenue from shutdown of an income-producing activity: utility, toll road or bridge, auditorium, and so forth Loss of taxes because of destruction of a principal taxpayer's property Extra expenses from administrative dislocations following any catastrophe Extra expenses from hand processing data after loss of data-processing facilities Unusual types of liability, such as liquor liability, that are not perceived as important until an unforeseen situation Loss Prevention Safety programs affect insurance costs indirectly by reducing losses (which in turn indirectly affect premiums), but few safety measures ...

... x No Thanks Loading.. How To Prosper In Any Market 4/30/2013 by CompleteMarkets Editor , Edward Curry This content has not been rated yet. You and your companies can work smarter together, regardless of market conditions.During a hard market, some companies impose new business limitations on agencies, while asking them to re-underwrite their renewal books — a not-so-subtle way of limiting their exposures. Agent commission reductions are also in vogue. Whenever or wherever there's a question of profit or rate inadequacy in a given area or state, carriers resort to one of three choices: Temporarily stop writing in that particular area, restrict writing new business, or close these markets entirely. When agents can, they roll the business to another company. This is a questionable, time-honored tradition that is not in any way cost effective. It's debilitating to the agency and not always the best choice for the customers. Of course, customers have no say in the process at this point. But somewhere down the line, buyers will react, and, it might be with choices that carriers have a hard time accepting or living with. Agency-company relationships fare no better in soft markets. Many insurers seek alternative distribution methods to grow in the absence of rate hikes. As carriers latch onto these new distribution partners, agents will find their most formidable competition might come from the same partners that they have represented for years. The driving force for many stock insurers during soft markets is their stock value: How the investment community and shareholders view them is the overriding concern in the executive suite. This ...

... x No Thanks Loading.. Mortgage Redemption 4/30/2013 by CompleteMarkets Editor This content has not been rated yet. MORTGAGE REDEMPTION Dear (Customer Name): We have been reviewing your records to be sure that you are adequately protected in all areas. We see that you have a mortgage on your home that will run ( ) more years with an outstanding balance of ( ) . Have you considered how ( ) would continue to make the mortgage payments should you die suddenly? Could ( )? Or would ( ) be forced to put your home up for sale - to drastically alter your family's lifestyle as a last resort? For just a few dollars - only (Dollar Amount) a month - you can protect your family against such a financial disaster. You can apply for a Mortgage Redemption policy - a decreasing Term policy, in which the amount of the coverage will decrease during the years in much the same way as your mortgage does. If you were to die tomorrow, the policy could pay ( ), an amount sufficient to pay the mortgage; in 5 years the policy would pay ( ); in 15 years ( )! In addition, this policy offers the following special features: Disability Premium Waiver - future premium payment will be waived should you become totally disabled anytime during the life of your policy. Conversion Privilege - this allows you to exchange your reducing Term policy for permanent Cash Value Life insurance at any time without a medical examination. This is an extremely valuable feature should you prove to be unable to purchase Life insurance at some later ...

... explains that successful salespeople today don't act like the stereotypical salesperson — fast-talking, aggressive, filling every second with conversation. He labels this style the "interesting extrovert." Keeping a lower profile, the new professional salesperson is what he calls the "interested introvert." Instead of using the gift of gab, they disarm their prospects with their sensitivity and listening skills. By achieving this style of selling, you can learn your client's needs, motivations, and misgivings and gently guide them into discovering the benefits of your product. 7. All of the answers are correct except (e ) . This answer is unethical, and reflects badly on you as a salesperson. Successful salespeople are extremely ethical. They recognize that a sale made at the expense of their integrity means everyone loses. Never resort to lies to close a sale. Don't sacrifice your integrity to close a sale. 8. Answers (a ), (d ), and (e ) are all acceptable answers. Answers (b ) and (c ) are unethical and could get you into trouble. SCORING All answers are correct. Score five points for each answer you circled (a possible 30 points) . Score five points if you answered (f ) . Score five points each for choosing (a ), (c ), (d ) or (e ) (a possible 20 points) . Score five points for choosing (d ) . Score five points for choosing (e ) . Score five points for choosing (b ) . Score five points each for choosing (a ), ...