Customer Service

Your agency has a commercial marketing department, but you have the option of either marketing an account yourself or using the marketing department. Most producers do it themselves since they…

You believe that the agents of a particular company are deliberately underinsuring homes under an HO policy because the carrier’s rates are not competitive. They are allegedly relying on the…

Your agency has rosters of employees that are submitted to you annually in order to write the business’s workers compensation coverage. Your sales department would like to use these lists…

Most of us have enough food. shelter, clothing, and transportation. We don’t need much more. But we want more. We need food. But we want fast foods, diet foods and…

Probably the toughest part of the sales process for most producers is closing the sale. However, by the time you get to that point, the sale should almost close itself.…

According to one study, 86% of surveyed customers would refer their broker to their friends, yet only 12% had ever been ASKED. Another study found that a referral is up…

Apologies are not an admission of wrongdoing. A simple, “I’m sorry that happened. What can we do to make it right?” can go a long way towards restoring faith and…

If you don’t know how to build value, you’ll be faced too often with the alternative of cutting price. The best way I know to build value in the prospect’s…

Generating a profitable, high-margin book of business requires a balanced approach to marketing and sales – built on processes that are sustained over the long haul. Steve lays out how…

Key accounts can be significant for a variety of reasons: their premium volume, profitability, marquee status, relationship with producers, or a combination of these factors. Losing them is never easy.…