Agency Operations

Whether you know that your business needs a great deal of improvement or whether you think that you are the best in the business, the Customer Satisfaction Survey (sometimes in…

We, as an industry, have gotten some pretty rotten publicity regarding service. The bad news is that much of it is well earned. Uncaring employees finding reasons why claims should…

With more intense competition from banks, direct writers and the internet, agencies are going to lose customers. This is not a bad thing. Let them have the low margin customers…

What’s the best thing you can do to make your customers happy? Screw up! Yep, that’s right, make a mistake…then fix it. According to one study, customers who had experienced…

In The Odyssey, Homer tells the famous story of the three Sirens leading sailors astray. Insurance agencies have their own insidious Sirens leading them astray and one of the most…

Below is a reprint of one of Al Diamond’s most popular articles. Nothing else needs to be said…just read and obey!

Most companies claim to be service oriented. Everyone “says” that their people are their greatest resource. Everyone “claims” that their customers are king. But how often do we, as consumers,…

When asked, “What is your greatest strength?”, 90% of insurance agents will claim “Excellent Service” as the answer. Yet if all of the agents who claim excellent service actually provided…

Have you ever escaped McDonalds without being asked of you wanted fries or a drink with your purchase? “Would you like a hot apple pie with that?” Why do you…

I’ve never met an agent who does not claim to concentrate on the customers’ needs. However, most agents have tried to define the customers’ needs without input from the customer.…