Agency Operations

When discussing customer service, I don’t like to pick on the airlines. Their shortcomings are obvious. Yet while I may encounter that curmudgeon at the ticket counter or that crusty…

Recently I had a disagreement with my insurance company about how a claim was being handled. I felt the woman I was talking to might be seeing my side of…

I recently tried a little experiment. Two agencies that I encountered expressed a great deal of pride in the degree of service provided by their staff to clients and prospects.…

…all the right steps could have been taken, but failure resulted none the less because the goals given to the employee groups were not the real goals of the owners.…

The term, ‘Profiling’ has assumed a poor connotation due to the actions of several police departments around the country. However, ‘profiling’ as a tool has also been given a bad…

Do you respond to reduced revenue by cutting expenses, usually in the form of payroll? Or, do you respond by eliminating unprofitable customers and establishing priorities for serving the balance?…

Questions, questions, questions: “Is customer retention important? How do you know? How do we measure it? Is there any measurement that we can perform that tells us if we’re getting…

The process of service center can work. But it can only do so if the insurance company and the insurance agency form an allegiance that is extremely difficult for either…

Customer standards tell your employees and your customers what you expect of your staff, how your staff is expected to perform, and what your customers should expect from their interaction…

This is a follow-up to the article, “Establishing Customer Standards.” In this article, I’d like to explore how you can test your ability to deliver the service you believe you’re…