Agency Operations

It’s tough to motivate employees to consistently create the kinds of positive customer experiences that lead to customer loyalty. It’s like customer care; you can’t “mandate” motivation any more than…

Unjust rewards are the #1 issue of contention in the partnership disputes I’ve witnessed. In most situations, at least one partner believes his efforts are not being duly recognized (financially…

Customer acquisition and retention, and high direct mail costs are pressing issues that independent insurance agents and brokers face today. In addition, new and existing players in the virtual and…

Creating an environment where both customers and employees want to pledge their loyalty is a function of good planning as much as good intention. As companies compete for qualified personnel…

September 11. Some suffered direct hits, others catastrophic claims, still others market disruptions. While you may be fortunate enough to never be stricken with such massive “destruction and distress,” what…

I have seen a full range of hiring philosophies in insurance agencies. Some agency owners place great emphasis in various personality tests, especially when hiring producers. At the other end…

The great compromise involves working smarter rather than harder. Of course, twelve hours of working smarter is always going to pay more than ten hours of working smarter but many…

NASCAR has experienced incredible growth these last five to ten years. The rapid growth of this sport though has many teams struggling, especially at the management level. Believe or not,…

Working with a group recently, I asked, “Tell me the qualities of the best bosses you’ve ever had.” Since we were all seasoned enough to have experienced a few bosses…

So much about insurance agency management success has nothing to do with strategy. Success is more about execution than strategy. Success is about hard work. Success is about accountability at…