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MCGOWAN, DONNELLY & OBERHEU, LLC Architects Professional Liability Insurance Overview of the Program from The McGowan Companies The McGowan Companies offers a comprehensive Architects Professional Liability Insurance program designed specifically for design professionals and engineering firms. This program helps protect your clients against the complex risks associated with professional services in the construction and design industry. Whether your client is a civil engineer, architect, construction manager, or part of a design/build firm, this program delivers tailored coverage backed by specialized underwriting expertise and access to top-tier carriers. Ideal Accounts and Appetite This program is a strong fit for a wide range of design and engineering professionals, including: Civil Engineers Construction Managers Design / Build Firms Electrical Engineers Forensic Engineers Geotechnical Engineers Landscape Architects Land Surveyors Structural Engineers You might have a client who is part of a multidisciplinary design/build firm working on mid-sized commercial developments, or an independent civil engineering consultancy engaged in municipal infrastructure projects—both would be strong candidates for this program. Coverage Highlights and Advantages Professional & Management Liability coverage tailored to design professionals Primary and Excess limits available to suit varying risk profiles Access to a range of carriers, allowing for flexibility in pricing and terms Coverage options that respond to claims due to errors, omissions, or professional negligence This program is designed to offer peace of mind to professionals responsible for critical design decisions, helping them manage exposures that could lead to costly litigation or project delays. Underwriting Notes and Minimum Premiums The McGowan Companies works with a variety of carriers and underwriters to provide flexible solutions for a wide range of account sizes and risk profiles. While minimum premiums may vary, the program is structured to be accessible to both small firms and larger practices with more complex exposures. Submissions with complete applications, detailed project listings, and a good claims history will receive the most competitive terms. Territories and Availability This Architects Professional Liability Insurance program is available in all 50 states and the District of Columbia, making it easy for you to place business regardless of where your client is located. Coverage availability may vary by carrier and is offered on both admitted and non-admitted paper depending on the specific risk and jurisdiction. Why Work With The McGowan Companies As a leading wholesale broker, McGowan, Donnelly & Oberheu, LLC provides access to broad markets and deep industry expertise. Their team understands the unique needs of design professionals and offers responsive service, competitive pricing options, and reliable support throughout the underwriting process. Partnering with McGowan ensures that your clients receive tailored solutions backed by a team that prioritizes your success. For more information on Architects Professional Liability Insurance, please contact us! Frequently Asked Questions What types of accounts are a good fit for this program?This program is ideal for civil engineers, architects, construction managers, design/build firms, and other design professionals involved in planning or managing construction projects. Is coverage available in all states?Yes, the program is available in all 50 states and the District of Columbia, with coverage offered through various admitted and non-admitted carriers. What limits are available under this program?Both primary and excess liability limits are available, providing flexibility to meet the needs of small firms and larger organizations alike. Can I submit accounts with prior claims?Yes, submissions with prior claims will be considered. A detailed explanation of the claims and current risk controls will help in the underwriting process. What information is needed to get a quote?A completed application, project lists, and loss history are typically required to receive a quote. Additional documentation may be requested based on the complexity of the account. Need help placing an account? Connect with a market specialist. ...

What is Realty Purchasing Group Professional Liability Insurance Program? The Realty Purchasing Group Professional Liability Insurance Program is designed to help protect real estate professionals against claims arising from their professional services. It is often referred to as errors and omissions (E&O) insurance and focuses on alleged mistakes, oversights, or failure to provide the expected professional services. This coverage is tailored to the risks that come with advising clients on property transactions, preparing contracts, marketing listings, and handling sensitive financial and personal information. It can help pay for legal defense costs and certain settlements or judgments, up to the policy limits, if a covered claim is made against you. Who needs it This program is generally suitable for a wide range of real estate professionals and related businesses, including: Real estate agents and brokers Property managers Real estate firms and brokerages Leasing agents Real estate consultants and counselors Even careful professionals can face allegations of negligence or misrepresentation. If you provide advice, handle transactions, or manage property for others, professional liability coverage can be an important part of your risk management plan. What it typically covers While every policy is different, a Realty Purchasing Group Professional Liability Insurance Program will typically include protection for claims alleging: Errors or omissions in professional services Negligence in performing real estate duties Misrepresentation of property details Failure to disclose known issues, within policy terms Incorrect advice related to a transaction or listing Documentation or contract mistakes that lead to client loss Coverage usually focuses on financial losses suffered by clients due to an alleged professional mistake, rather than physical injury or property damage, which are often addressed by other types of insurance. Common exclusions and limitations Professional liability policies have exclusions and limitations that define what is not covered. Depending on the policy, these may include: Intentional, dishonest, or fraudulent acts Criminal or illegal activities Bodily injury or property damage (often covered under general liability) Claims arising from activities outside the scope of insured professional services Contractual guarantees or promises beyond standard professional duties Known claims or circumstances that existed before the policy started Policy terms, conditions, and exclusions vary by insurer and jurisdiction. Always review your policy documents and consult a licensed insurance professional with questions about specific coverage. Factors that influence cost The cost of a Realty Purchasing Group Professional Liability Insurance Program can vary based on several factors, such as: The type of real estate services you provide Your annual revenue and number of transactions Number of agents, staff, or locations Your claims history and risk management practices Selected coverage limits and deductibles State regulations and local market conditions Insurers may also look at how long you have been in business and any training or compliance programs you maintain. Proof of insurance and compliance Many clients, lenders, and business partners may request proof of professional liability insurance before working with you. Some brokerages require their agents to carry this coverage as a condition of affiliation. In certain areas, professional associations or local regulations may set minimum insurance standards, but requirements vary by state and organization. After you purchase a policy, you typically receive a certificate of insurance that you can share with clients, property owners, and other stakeholders to demonstrate that you carry coverage, subject to policy terms and limits. How to get a quote To explore coverage options, you will usually need to provide basic information about your real estate business, including services offered, locations, and estimated revenue. This helps the insurer understand your risk profile and offer available coverage terms. To get started with a Realty Purchasing Group Professional Liability Insurance Program quote, you can request more information here: Get a professional liability insurance quote. Frequently Asked Questions Is professional liability insurance the same as errors and omissions (E&O) insurance?For real estate professionals, professional liability insurance is often called errors and omissions (E&O) insurance. Both terms generally refer to coverage for claims arising from alleged mistakes, oversights, or negligence in your professional services. Does this coverage protect me if a deal falls through?It may respond if a client alleges they suffered a financial loss because of your covered professional error or omission. If a transaction fails for reasons outside your professional services, it may not be covered. Actual coverage depends on the specific policy language and circumstances of the claim. Do independent real estate agents need their own policy?Independent agents who are not fully covered under a brokerage policy may choose to carry their own professional liability insurance. Some brokerages require agents to maintain personal E&O coverage. Check with your brokerage and a licensed insurance professional to understand your situation. Are past transactions covered?Many professional liability policies are written on a claims-made basis, which means they may cover claims first made during the policy period for acts that occurred after a specified retroactive date. Coverage depends on the policy’s retroactive date, terms, and whether you maintained continuous coverage. Does professional liability insurance cover general business risks?No. Professional liability insurance focuses on claims related to your professional services. Other policies, such as general liability, property, or cyber insurance, may be needed to address broader business risks. Still have questions? Talk to a local insurance expert. ...

MCGOWAN, DONNELLY & OBERHEU, LLC Professional Liability Insurance Eligible Classes: Accountants Architects & Engineers Environmental / Pollution Liability Excess Liability Financial Services Insurance Agents & Brokers Lawyers Media Medical Misc. Errors & Omissions Real Estate Errors & Omissions Professional Liability Insurance Solutions from The McGowan Companies The McGowan Companies, through McGowan, Donnelly & Oberheu, LLC, offers a robust Professional Liability Insurance program tailored to help insurance agents and brokers secure coverage for a wide range of professional service providers. As a trusted wholesale broker, we provide access to competitive and comprehensive E&O and professional liability solutions across multiple industries, helping you meet the diverse needs of your clients. Ideal Accounts and Appetite Our Professional Liability Insurance program is designed for a broad spectrum of professional classes. Targeted industries include: Accounting firms, including solo CPAs and multi-partner firms Architects and engineering firms of various sizes Law firms seeking tailored malpractice coverage Medical professionals and healthcare-related service providers Environmental consultants and contractors needing pollution liability Real estate professionals, including brokers and appraisers Insurance agents and brokers looking for E&O coverage Media and advertising professionals with intellectual property exposures Financial service providers, including investment advisors Miscellaneous professional services not otherwise classified If you have a client offering professional services with liability exposure from errors, omissions, or performance failures, this program can help you place that business. Coverage Highlights and Advantages Primary and excess limits available to meet varying risk profiles Access to a wide range of carriers (varies by class and jurisdiction) Coverage tailored to each profession’s unique exposures Optional endorsements and extensions available depending on class Whether your client is a solo architect needing basic E&O protection or a regional law firm requiring layered excess coverage, we can help you secure the right policy structure. Underwriting Notes and Minimum Premiums Underwriting is flexible across a broad appetite, though accounts should demonstrate professional licensing, sound risk management practices, and minimal prior claims activity. While minimum premiums vary by class and carrier, we work with you to find options that balance cost and coverage effectively. Territories and Availability Our Professional Liability Insurance program is available in most states, including AL, AK, AZ, AR, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR...VT, VA, WA, DC, WV, WI, and WY. Most offerings are admitted in these states, though availability may vary by class and carrier. Why Work With The McGowan Companies The McGowan Companies bring decades of experience and specialized underwriting knowledge across professional liability lines. As a wholesale broker, we provide agents and brokers with the tools and market access needed to place difficult or specialty risks with confidence. Our dedicated team will assist you throughout the quoting and binding process to help you deliver strong solutions to your insureds. Frequently Asked Questions What types of accounts are a good fit for this program?This program is ideal for professional service providers such as accountants, architects, lawyers, medical professionals, insurance agents, and real estate brokers. Are both primary and excess limits available?Yes, we offer both primary and excess liability coverage to meet varying client needs. Which states is this program available in?This program is available in most U.S. states, including CA, TX, FL, NY, and many others. Please contact us for specific state availability. Can this program cover environmental or pollution liability?Yes, environmental and pollution liability coverage is available for qualifying accounts within our appetite. Do you offer admitted products?Yes, admitted products are available in most states, depending on class and carrier. Need help placing an account? Connect with a market specialist.

Professional Services Marketing; A Strategy For Providing Client Satisfaction
An Overview Most professional services are highly personal in the nature of the service provided, be it legal, accounting, medical, etc. The consumer of professional services typically will refer to the provider of the service as 'my lawyer,' 'my accountant,' or 'my doctor,' reflecting the highly personal nature of the work. Indeed, the very need for complete confidentiality and confidence denotes the extreme personal nature of most professional services. To complicate matters, much of the process in professional services is shrouded in mystery for the typical consumer. There are very foreign terms. 'Legalese' is derided in popular press and media as a sort of arcane foreign language meant to keep the commoner from understanding basic concepts of law. The average consumer gets frustrated by the complication of rather simple matters that undergo legal processes. Arcane accounting processes are difficult and misunderstood by the general public. How many times have you had to wait in a doctor's office seemingly forever, only to have the actual examination last only five minutes? The purpose of this article is to explore services marketing concepts in current terms and apply them in a novel approach to the rendition of professional services. While much of this article makes use of the legal industry as an example, the application of the concepts flows equally with little modification to other professions. Marketing in the Professional Service Industry Professionals are simply not taught how to market in the schooling. There is no training in the area of services marketing, and worse yet, no course work offered that even remotely prepares the professional for the most basic aspect of marketing, client interaction. Ask any recent law school graduate whether marketing has anything to do with lawyering, and you'll likely be met with a blank stare. Indeed, I sought continuing education credits from the State Bar of California for course work completed in marketing towards an MBA and was denied recognition of the work for Continuing Education credit, even on appeal. The reason: These lawyers simply didn't see any relationship of marketing to the practice of law, for the client or the attorney! This is simply an example that the role of marketing in the legal services industry remains a mystery to even the most seasoned of professionals. Yet who could deny the client dissatisfaction that builds from simple failure to return telephone calls in a timely manner (or at all). If we are to go back to the classic literature in the field of services marketing, we see a common theme: The role of marketing in the services industries is to create customer value. For example, how does one create value to a customer in the legal services field? Most of the work of an attorney seems to be spent either destroying someone or their property, or preventing an abuse of some intangible right or asset. Evert Gummeson suggests that the search begins with market research. 'Value is simply quality, however the customer defines it, offered at the right price.' The goal is to find out how the consumer defines quality and what price the consumer is willing to pay for it. A key issue is whether the customer notices differences in quality between competing suppliers. If the consumer does not notice any difference, then the consumer either does not care about the level of quality or is not educated as to the available options. I would suggest that without constant client education and attention to client issues (i.e., listening to the client), there will be a lack of communication to a detrimental effect-disharmonious relations between the professional and the client, and probably a soured disposition toward the entire profession. Indeed, communication is such a large part of professional services that, at least in the legal field, it can be said that communication is the lowest common denominator of the profession; it is, in the most basic sense, what the lawyer is hired to do. Failure to communicate is a failure to execute the most basic function of the job, which is in itself a failure in quality. Quality Goal: Zero Defections Studies reflect that it's four times more expensive to obtain new business than to retain existing relationships. Furthermore, the loss of existing business destroys the compounding effect of existing client relations, i.e., personal referrals. Because professional services are by nature personal, this failure can destroy a professional business (and notice the use of the word 'business'-'profession' is the practice of a specialized skill involving a fiduciary relationship, while 'business' denotes a profit-oriented enterprise). While the service provider typically focuses on providing a level of service that it deems to be high-quality, this focus is misdirected. The issue is not whether the provider is giving superior service, but whether the consumer perceives him- or herself to be receiving it. Some literature suggests that the focus really should be on obtaining and retaining high-quality clients. The purpose behind the search for these clients is that a high-quality client will perceive and appreciate superior service. Clients that are not superior simply won't. To retain high-quality clients, particular attention should be paid to the individual needs of the client. But how does the professional actually go about discovering and assessing the client's needs? An examination of current marketing technologies and some of the newer techniques (which most professionals have a particular advantage in using over other industries) will provide insight in this area. Communications Gap Four potential shortfalls may lead to a gap between what clients expect or perceive and what they actually receive: not knowing what clients expect in the first place specifying service-quality standards that do not reflect what management believes to be the clients' expectations service performance that does not match specifications not living up to the levels of service performance promoted by marketing communications In each of these situations, the overall theme of the failures is a lack of accurate communication. Not knowing what the client expects is the most basic of communication failure-the expectation might not be as great as the lawyer perceives, or the expectation may be unrealistically high. A service standard that does not reflect the client's expectations may actually be over-servicing a client. The actual service required by the client may be at a level lower than that being provided, and the client's reasons might not be well known to the professional (for example, lower cost, less paperwork, etc.). Just as dangerous is to promise the client a certain level of service that cannot be delivered-for instance, providing periodic status reports when a crushing case load does not permit the time to do so. Finally, advertising or communicating a level of service that you cannot meet is a terrible blow to the professional's credibility, and the exponential effect on negative referral can destroy a practice. The service point failures may be caused by a client who is unable to express him- or herself accurately for a variety of reasons, but the professional also has a responsibility to develop the communications system with the client more fully. Understanding Fail Points 'Organizations that are known for excellent service are good at listening to both their customers and their customer-contact employees.' One of the biggest dangers in client contact in professional services is the personal offense taken by the professional or staff at a time when the frustrated client is simply trying to communicate the need for clearer dialogue and understanding. The technical and complex nature of most professional work causes the professional to focus on situational results rather than the client needs for particular service levels. Staff members, typically the first point of client contact, are particularly vulnerable to attacks of frustration. Several time-tested marketing techniques may be utilized to gain a more full understanding of the client and the client's expectations. Traditional forms of gathering marketing data include complaint analysis, post-transaction surveys, ongoing surveys, employee surveys, focus group interviews, 'mystery shopping,' and competitive market surveys. Most of these techniques are not well suited to professional services. But complaints are universal and have particular application to personal services. For the purpose of this article, the focus will be on complaints: why complaints are an important marketing tool, techniques in using complaints to further client relations and to turn a hostile situation into one of positive return. Complaints Complaints provide an opportunity not only to study the fail points but to move the customer higher in the satisfaction scale. If the service provider can get beyond the emotional issue of an unhappy client, the learning process can begin. With respect to products, the frequency range of complaints runs from 20% to 50% of the time, with the average being one-third. There's no indication that the service industry has a complaint ratio any different from that of manufacturers. This represents an alarmingly high ratio of dissatisfied clients. Consequently, attention needs to be paid to developing and maintaining an active process of soliciting client responses and dealing proactively with complaints: 'Learn what the customer expects in quality and performance, and monitor customer response continually.' A key element of complainers is that 'More than half share their experiences with friends and relatives, and evidence indicates that negative word of mouth can have a major influence on the buying behavior of others.' Studies reflect that 55% to 60% of complaints are resolved to the consumer's satisfaction. Beyond personal and cultural factors that determine or contribute to the complaint behavior of the consumer are the additional factors of (1) the significance of the event, (2) the knowledge and experience of the consumer, (3) the difficulty of seeking redress, and (4) the perceived probability that complaining will lead to retribution or some other, positive outcome. The rendition of legal service, for example, is particularly susceptible to each of these factors. Legal events have particular significance to the consumer regardless of the routine nature of the event to the provider. Typically the knowledge and experience of the consumer is limited. Clients will typically have difficulty seeking redress-how many law firms have a consumer service department for receiving and remedying complaints? And quite often, complaints often lead to some price reduction in the service or some other form of comparable remediation. Of course, there's always the threat of a malpractice suit or State Bar complaint. But complaints can be useful as market research data, and research suggests that a well-managed complaint-handling process can actually lead to increased sales. Analysis (and resolution) of complaints takes on two time dimensions, with some independent consequences. Real-Time Complaints Real time complaints are those that are displayed at the time that the client or consumer is engaged in the actual service delivery process. In the legal industry, this typically occurs over a duration of time: during the pendancy of a single case, or over the course of numerous matters of representation. Real-time complaints present two significant advantages over complaints received 'after the fact': a greater ability to recover the customer, and a greater ability to actually learn what the fail point was. The ability to recover the customer at the point-of-service failure is a significant advantage. The real-time complaint process has an inherent ability to bring a hostile situation to a favorable outcome. 'There is significant, convincing evidence to support the principle that making a sincere effort to rectify problems will noticeably increase consumer assurance that the firm really cares. Not surprisingly, satisfaction and intent to repurchase are strengthened in the process.' Bottom line: It shows the client that you truly care. The ability to learn about the fail point is greater with real-time complaints because memory is fresher and there's less opportunity for other factors to influence the consumer's behavior. After-The-Fact Complaints After-the-fact complaints are more limited in their market research potential. The passage of time may allow the interference of intervening factors, which might not be communicated or recognized. There is also a more limited ability to recover the client in after-the-fact complaint situations because the consumer has an opportunity to brood over the complaints and ferment greater dissatisfaction. After-the-fact complaints also have a unique quality rooted in human behavior: Seemingly minor irritants may take on much greater importance and significance as the duration of the complaint process lengthens. Still, after-the-fact complaints have market research value. They are just harder to obtain or use toward a positive outcome with the particular complaining client. Complaints as a Profit Center The Technical Assistance Research Program Institute (TARP) report argues that complaint handling should be seen as a profit center, not a cost center, and created a formula to help companies relate the value of retaining a profitable customer to the overall cost of funding an effective complaint-handling unit. The study showed positive returns on investment in the complaint-handling and remediation process. Flow Charts Christopher Lovelock suggests charting the service process to identify potential fail points, including both the 'front-stage' and 'back-stage' processes. 'Front-stage' processes are those that the client or customer can readily see and come in contact with-receptionist activities, receipt of correspondence and documents, face-to-face contact with the professional and staff, etc. 'Back-stage' processes are those that the client doesn't see but nevertheless affect the quality of service that the client will receive: telephone conversations with others related to the client's cause, preparation of documents, court appearances (in law) where the client is not present, and so forth. Lovelock touts the preparation of flowcharts to examine the service process. Flowcharts help identify links in the chain of service and identify where weaknesses may exist, or points where failure may occur. A flow chart would be created for each type of service operation. For instance, one would be created for the receipt and forwarding of a client telephone call to the attorney. Or a separate chart may examine the process of setting appointments, or the preparation of a patient for examination. (Flow-charting in this manner also has an unintended benefit: helping the service provider examine and eliminate inefficient processes.) A specific kind of flow chart, 'control charts,' display performance over time against specific quality criteria. A 'control chart' is typically a fishbone chart or diagram that shows the cause and effect of factors that might be related to a specific problem. This type of charting helps the service provider narrow the possibilities of service point failure causation to expedite remediation strategies. Client Involvement Flow-charting helps the service provider see where the client or customer is involved in the service-provision process. These are not only 'front-stage' points of possible failure but also points at which client participation needs to be optimized to facilitate client satisfaction and productive results. When customers (or clients) are deeply involved in the service production process, managers should be examining how customers' inputs can be made more productive. There are three strategies to increasing the productivity of customer inputs to the service production process: changing the timing of customer demand (that is, shifting demand away from peak times), involving customers more in the production process, and asking customers to use third parties (specialist intermediaries). The timing of customer demand can be easily related via the peaks-and-valleys nature of legal work. Phone calls are a prime example. To the lawyer it seems as if everyone has problems all at the same time, and of course, everyone needs to have an answer yesterday. Voice mail has the ability of smoothing out the peaks and valleys by permitting the service provider to gather telephone messages and then return calls at the time of day the service provider directs. There's no reason why the client or customer cannot be advised in the voice mail greeting that his or her call will be returned during a certain period of time, so that they can be prepared for it. Alternatively, the client may advise of a different time when the lawyer could call if it's not possible to receive a call at the appointed time. This system permits the lawyer to control the timing of demand, and makes the lawyer look responsive to the client's service needs. Voice mail permits the flexibility necessary to change the return call time on a daily basis so that the service provider may enjoy a flexible schedule. Involving the consumer more in the service production simply entails having the client do more for him or herself to accomplish the goals for which the professional was hired in the first place. For example, the preparation of a civil complaint need not be entirely done by the lawyer-much of a civil complaint contains stock language that for one reason or another has become traditional or 'necessary' and if left out could have disastrous results. There's no valid reason why a document with the necessary form language cannot be provided to the client so that the client can put the nature of the dispute in his or her own words. Of course, the lawyer will need to intercede with proper formatting. But the point is that if the client is involved in the process, he or she will obtain a much greater appreciation for the lawyer's work that goes into the preparing the document. Involving the consumer may consequently also cut the labor and cost of the service provider, though just as easily increase the cost. But generally, client involvement at this level gives the consumer a better understanding of the process and greater satisfaction in the outcome. Asking the client to use the services of specialist intermediaries also increases the productivity of customer inputs to the service production process. This involves delegating one or more of the support functions to third parties. In the legal services industry, many lawyers feel threatened by paralegal services, which are able to provide many of the same services that a lawyer provides at a much lower expense. I advocate the use of paralegal services (and not a firm paralegal/employee) for delegation of non-lawyer duties such as preparing answers to interrogatories, preparing form documents, and general assistance. The consumer will appreciate his or her economic interests being first (rather than the lawyer's), and this will free up the lawyer from performing low-margin work. The Current State Of Technology Traditional marketing research usually consists of written surveys, telephone surveys, focus groups, and variations of these themes. These market research techniques have various shortcomings that are difficult or impossible to overcome: lack of candor, inability to monitor, inability to ask follow-up questions, low return, the potential for irritating people and thus alienating them, an inability to ask follow-up questions, and stale memories. Such research may end up being nothing more than a tracking study. Yet the professional is in a unique position relative to other industries because of the fiduciary and confidential relationship established when hired. The idea is to take advantage of these unique relationship qualities to implement the newer marketing technology of storytelling (which Jungian psychologists have been using for years). The purpose of story telling is to get inside of the nonverbal communication. 'Just think, for example, of the last time you made eye contact with an attractive stranger. A whole range of feelings washed over you, and at that moment it would be hard to argue with the hoary notion that at least 80% of all human communication is nonverbal.' The methodology of story telling in a marketing context involves drawing metaphors out of people to elicit their true feelings. Gerald Zaltman, Harvard Business School professor, has set up a working laboratory of metaphors. He asks consumers to spend a few weeks thinking about how they would visually represent their experiences with a company and then asks them to cut pictures from magazines that convey their feelings. Later, some subjects come to the lab and tell stories about the images and the connections between them. A case study worth repeating: Du Pont Corp. turned to Zaltman because they thought that the standard line they were getting in their market research from women, that they wore pantyhose because they felt they had to and that they hated it, was inaccurate. Zaltman conducted storytelling market research, and the results were surprising: ''As we kept probing into the emotions behind the choice of these photos, the women finally began admitting that hose made them feel sensual, sexy, and more attractive to men,' says [Glenda] Green [a marketing research manager at Du Pont]. 'There's no way anyone would admit that in a focus group.'' Quicken and QuickBooks financial management software was originally the product of market research on non-customers. Intuit Corp. targeted non-customers to examine how they worked-leading to the invention of Quicken and QuickBooks. Intuit later instituted a 'Follow Me Home' program: Marketers and engineers peer over customer shoulders to see how they fare in their attempts to get the software installed and use the software. This program was eventually expanded where microcassette recorders were left at the homes of customers so that anytime customers got irritated they could simply press RECORD and file their complaints. The benefits of storytelling from a marketing standpoint are a more accurate recording of the consumer's true feelings and a less expensive marketing research program. 'Gerald Zaltman claims that he stops hearing much that's new after 15 or 20 people have passed through this metaphor lab.' The implications in professional services are enormous. The professional is in a daily position to elicit stories from the client, and in fact that is what the professional does a great deal of the time. The stories that the professional garners, though, are usually about the reason for consultation rather than the state of the professional services the client is receiving. The professional can use the service process, with client involvement, to solicit on a regular basis client feelings toward the service process. Some stories may be general in nature and some may be focused more on the anger inherent in the clients' problems, but all of them relate a story to how clients perceive the process as either helping or hurting them, and these stories have direct consequence to the perception they have toward the services being rendered. For example, during the preparation of a complaint, the client may be asked how he or she felt writing the story down in a legal context. Was it demeaning? Was there anger? Did it help displace some negative feelings? This sort of investigation has broad application across the service provision process. Conclusion The retention of business needs to be a priority of the professional services provider. Retention of clients not only is cheaper than finding new ones, but has an exponential effect on subsequent referrals. At the same time, the practitioner needs to recognize that...

MCGOWAN, DONNELLY & OBERHEU, LLC Errors and Omissions Professional Liability Insurance Overview of the Program From McGowan, Donnelly & Oberheu The McGowan Companies, through McGowan, Donnelly & Oberheu, LLC, offers a comprehensive Errors and Omissions (E&O) Professional Liability Insurance program designed for a wide range of professional service providers. As a trusted wholesale broker, we provide access to both primary and excess E&O coverage, tailored to mitigate the financial risks professionals face in the course of business. With access to multiple carriers and availability in most states, this program gives agents and brokers a flexible, nationwide solution for placing E&O risks. Ideal Accounts and Appetite This program is ideal for professionals who provide expert advice or services and are at risk of claims due to negligence, errors, or omissions. Eligible classes include but are not limited to: Actuaries Benefits Consultants Bookkeepers Business Brokers Claims Adjusters Collection Agents Credit Counselors Document Storage Services Employment Agencies Expert Witnesses Franchisors HR Consultants Management and Market Research Consultants Medical Billing Services Premium Finance Companies Safety Consultants Temporary Staffing Services Third Party Administrators Testing Laboratories Trustees If you have clients operating in any of these fields, especially those with growing operations or specialized exposures, this program is built to support their coverage needs. Coverage Highlights and Advantages Our Errors and Omissions program provides professional and management liability coverage designed to protect businesses from claims of negligence, misrepresentation, violation of good faith, and inaccurate advice. Key features include: Access to both primary and excess coverages Flexible policy structures to accommodate various industries Coverage for defense costs, settlements, and judgments Customized underwriting for niche and hard-to-place risks For example, if you're working with a medical billing company expanding into new markets or a management consultant serving high-value clients, this program can help safeguard against the unique exposures those professionals face. Underwriting Notes and Minimum Premiums Underwriting is tailored to the specific class of business. While minimum premiums vary by risk and carrier, we strive to provide competitive pricing for both small and mid-sized firms. Our underwriters are experienced in reviewing complex professional liability risks and can assist in structuring placement options that meet your client’s needs. Territories and Availability This program is available in most states, including but not limited to: CA, TX, FL, NY, IL, PA, OH, GA, NC, and many others. Coverage is offered on an admitted basis in most available states, depending on the class and carrier involved. We work with a variety of markets to ensure broad geographic and industry reach. Why Work With The McGowan Companies? The McGowan Companies is a trusted name in specialty insurance, and McGowan, Donnelly & Oberheu brings deep expertise in professional liability. Agents and brokers benefit from our market reach, responsive service, and ability to accommodate both standard and hard-to-place accounts. Whether you are placing a single policy or looking for a long-term solution for your professional clients, we offer the tools and support to help you succeed. For more information on Errors and Omissions Professional Liability Insurance, please contact us! Frequently Asked Questions What types of accounts are a good fit for this program?This program is ideal for professionals such as consultants, claims adjusters, staffing agencies, HR specialists, and medical billing services that face liability risks from the services they provide. Is this E&O insurance available nationwide?The program is available in most states, including all major markets. Availability may vary by class of business and carrier. What coverage limits are offered?Both primary and excess coverage limits are available. Limits can be tailored based on the client’s size, industry, and risk profile. Can you help with hard-to-place risks?Yes. We specialize in placing both standard and non-standard E&O risks and have access to multiple carriers to support complex or unique exposures. How quickly can I get a quote?Turnaround times vary depending on the complexity of the risk, but our underwriting team works efficiently to deliver quotes as promptly as possible. Need help placing an account? Connect with a market specialist. ...