Agency Operations

In this six-part series, we’re going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We’ll look at…

In this six-part series, we’re going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We’ll look at…

Customer service is critical to agency profitability and growth. Outstanding customer service leads to customer satisfaction. Customer satisfaction leads to customer loyalty. Customer loyalty leads to retention and referrals…retention is…

How do managers know how customers are being treated? When you aren’t around or within earshot, how do your really know how your people are responding to your customers? You…

Part 1 of 5:  Why Telephone Manners are ImportantThere’s no doubt that more business has been lost because of poor service and poor treatment than because of poor product. Yet,…

Part 2 of 5:  Don’t Undervalue Your ReceptionistThere’s no doubt that more business has been lost because of poor service and poor treatment than because of poor product. Yet, it…

Part 3 of 5:  13 Telephone Rules for EveryoneThere’s no doubt that more business has been lost because of poor service and poor treatment than because of poor product. Yet,…

Part 4 of 5:  The Right Way and The Wrong WayThere’s no doubt that more business has been lost because of poor service and poor treatment than because of poor…

Our articles are usually focused on sales and practical techniques for producing new business. However, a critical component of the process is actually keeping what has been produced. In a…

The responsiveness and ease of communication made possible with e-mail is changing and continues to change how and when we communicate with clients. There are times to use letters, times…