Agency Management

Creating a Customer-Centric Culture. That’s a lot of words that begin in C. Well, this article is about D’s, specifically the Six D’s of Creating a Customer-Centric Culture.

As the commodity-pricing frenzy of auto insurance intensifies, you become aware of agents who are cutting premiums by deliberately failing to disclose teenage drivers and advising prospects or insureds that…

Author: Bill Wilson “Do you have specimen wording that we can provide to our insureds to implement as a company policy requiring their employees to provide certain limits of liability…

A recent McKinsey report concludes that personal lines insurance, by and large, has become a commodity. It also questions the viability and value of the agent. This article excerpts one…

When it comes to customer service decisions, I can’t stand the word rules. You can throw the word policy in there too. A better word might be guidelines. Or, if…

Many agency owners take great pride in generating low loss ratios year after year. These agencies are often small but very, very profitable. These agency owners are not happy with…

What does an agency sell? One might say an agency sells price. Fair enough. But what are they selling for price? An insurance policy? Any policy? Is whether or not…

Is there a Sales Personality? Yes. That’s why it takes a charismatic person to become a good salesperson. And, unfortunately, some sales personalities don’t end up in sales roles in…

The best companies know what they are good at, and they “stay in that lane.” Ace Hardware. Nordstrom. Zappos. What none of these companies are known for is being the…

I’m constantly amazed at how many different ideas people and companies use to amaze their customers. When you get a complaint, you probably apologize and do your best to make…