Customer Service

Most agents have been conditioned to be exactly what the client suspects…salespeople trying to get them to change from their current insurance program to another similar program in order for…

We often encounter agents whose growth goals require them to penetrate new geographic territories. They open offices, hire or move employees and expect a flow of business. Unfortunately, that doesn’t…

The primary value of an insurance agency is its book of business. The solicitation of an agency’s accounts represents THEFT, pure and simple. This theft is worse than the burglary…

The Contact Grid is the management system by which the agency employees manage their relationships with the clients and prospects, and the agency management controls and knows that the expected…

Compensation depends upon what the producer does for the agency and client, NOT how long he’s been with the agency or even how much he has produced in the past.…

Incentive Compensation defines a change in compensation method in which employees achieve increased compensation (raises) for increased productivity. It teaches employees the shocking truth about growth and profitability — we…

A “Legendary” agency is one who rarely loses customers unless the customer dies, moves or sells his/her business. It also has a regular, measurable, flow of referrals generated both by…

Studies indicate that in 1950, customer loyalty was at 66%. A half century later, customer loyalty had decreased to 12%. We believe that the insurance industry has tracked this trend.…

A few years ago we visited an agent who boasted about continuous strong advertising and marketing efforts but bemoaned the lack of growth in his agency. Our consultants asked the…

It used to be the $1 Million ceiling. That was the level of revenue at which an individual agent with a few helpers had to become a business with different…