Agency Management

We’ve all seen the media stories about the demise of independent agents from organizations ranging from Google to Walmart getting into the insurance industry. Likewise, even our own publications refer…

Your agency has finally concluded that following up on late-paying and past-due customers is too big an E&O exposure and too expensive and time consuming to continue. You believe it…

If you’re never flown Southwest airlines, you are likely not familiar with their customer service approach. In this article, customer service expert Shep Hyken talks about his experience and I…

You’ve got just over a week before Valentine’s Day. Do something nice for your customers Valentine’s Day (and every day). Spread the love, spread the joy. Here is our suggestion…

  Note: Emphasis added by the editor. The definition of a commodity is that the item is completely interchangeable with any other item of the same nature. For example, an…

Unless there is a legal requirement, is there a reason to issue a written binder on an account? We posed this question to the VU faculty and got a mixed…