Agency Management

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…

We initially created our first Dashboard Report for absentee owners and “virtual” managers of an agency who wanted to know (in two pages) “everything” that were going on in their…

Agents are often asked to place specific wording (frequently verbatim from a contract) in the “Description of Operations” field of the ACORD 25. Should/can you do this and, if so,…

Most problems and complaints both outside and inside your company arise from poor communication. Poor communication most often results from either miscommunication or a lack of communication. This article identifies…

Can your little agency compete with the “big boys,” the direct sales organizations that have billion dollar advertising budgets? Yes! In this article, customer service expert Shep Hyken gives you…

Many agents with successors in place are not so sure that their successors can manage the business as well as the older agents or sufficiently enough to assure the older…

If you read my last article you read a list of customer service tips that anyone can put to use immediately. This is the second half of the list of…

Reading the newspaper this morning there was an article suggested that a university President should earn no more than 10X the compensation of the lowest paid employee in the system.…