Agency Operations

Some people just work for a paycheck. Others work for their company and personal fulfillment. Who would you rather be with at work…someone who hates what they are doing, or…

Customers expect more than ever before. Simply satisfying your customer doesn’t cut it these days. You have to go beyond average levels of basic satisfaction. By managing a few of…

Transitioning service staff to sales positions is an up-hill battle at best. There have been many more failures than successes. However, there are some situations where this transition is appropriate…

I have never met an agent who said, “We give mediocre service to our customers.” Every agent prides himself on operating a high-quality servicing agency. There may be no basis…

Here are five great customer service tips that will give any company an advantage over the competition, and more value for their customers.

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…