Agency Operations

Does your agency provide good service? Do your companies provide good service? How do you know? One way of finding out is to put yourself in your customer’s place. You…

One of the nice things about being a business owner is that, if a client is abusive and undesirable, you can usually send them packing. There is no legal mandate…

For eons (it seems), the persons directly servicing clients in the agency have been referred to as “Customer Service Representatives” (CSRs), or sometimes “Customer Service Agents (CSAs). Based on feedback…

When I consult with agencies, I spend a lot of time with CSRs, claims personnel, marketing personnel, and the accounting and/or bookkeeping staff. I always ask one question: “Who do…

No, CARRE is not a typo…it is an acronym for five attributes that any business must foster to retain customers. Several years ago I read a book entitled, “How To…

Every agency loses customers from time to time, for many reasons. Sometimes they’re gone forever, for many reasons. However, in most cases, you can get them back IF you know…

I received a renewal billing on my Business Owners Policy from my insurance company. Examining the billing, I found four very surprising things: (1) I had a new agent, (2)…

Patricia Fripp, CSP, CPAE is a San Francisco-based professional speaker on the subjects of Change, Teamwork, Customer Service, Promoting Business, and Speaking Skills. She is the author of Get What…

Companies who make customer service one of their priorities not only delight their customers; they also delight their investors. The stock market has been crushed, as of late. I’m not…

The “Wow!” factor boils down to one thing: exceeding the expectations of the customer. It goes past great customer service. In short, the basic idea is to bring the element…