Customer Service

We’ve all seen the media stories about the demise of independent agents from organizations ranging from Google to Walmart getting into the insurance industry. Likewise, even our own publications refer…

One of the key differences between Producers and Service Staff is the nature of their personalities. While the Producer has that sales personality, assertive but not pushy, friendly but focused,…

This article is a wake-up call from consultant Chris Burand: “The independent agency system constantly emphasizes how important agents are to clients in choosing the right coverage. While agents can…

This article is about leadership. When it comes to policy limits, forms and coverage, being a leader pays off for you and the client! Are you leading your clients so…

High performance agencies inevitably maintain controllable customer retention rates of 95% or more regardless of the market conditions, regardless of the insurance economy and regardless of competition. And these high…

A recent McKinsey report concludes that personal lines insurance, by and large, has become a commodity. It also questions the viability and value of the agent. This article excerpts one…

Most problems and complaints both outside and inside your company arise from poor communication. Poor communication most often results from either miscommunication or a lack of communication. This article identifies…

Reading the newspaper this morning there was an article suggested that a university President should earn no more than 10X the compensation of the lowest paid employee in the system.…

Many agency owners try to make producers out of employees simply by giving them the title “producer.” Even if these employees are not producing, they are given the title “producer”…