Agency Management

Some organizations exemplify a ‘scarcity’ model – fear-based, stingy, always looking to slash, cut or squeeze something to wring every possible cent to the bottom line. Meanwhile, the company invests…

Summer is baseball season. Baseball is a game of percentages, where the smallest difference can mean a lucrative major league career or years languishing in the minor leagues. Customer service…

I believe that many businesses have been negatively focused. And, that as time goes on, more and more people are coming to the relatively common sense notion that we’d all…

Happiness is a choice we make—over and over again in the course of the day. It’s a choice we make to listen with a sense of curiosity rather than judgment,…

Plan a celebration. October 6-10 is this year’s customer service week and it’s a great time to honor the two groups of people who have the power to make your…

In one of the issues of our Customer Care Coach®, I tell the story about the first time I ever broke through a wooden board with my bare hand (think…

Agency employment contracts, particularly with producers, can prove to be critical when trying to resolve problems involving commissions, termination, account ownership, and similar disputes. The existence of such contracts can…

A Non-Compete Agreement that contains geographic wording is like a rancher telling a cowboy that if he can’t work for the rancher, he also must move to another geographic area…

Producers often work for the agency with a lot of independence. Does that make them independent contractors rather than employees? What if they’re paid as 1099 workers rather than receiving…

Citing tough economic times, an agency producer has ventured into a multi-level marketing operation and has sold energy conservation devices to several existing agency customers. The agency owner is concerned…