Customer Service

What is GOOD customer retention? If you consider the fact that some customers move, sell their business or die every year, a 95% retention rate or better is considered strong.…

Customer retention has been trending negatively for the last ten years. Customer retention in recent years has averaged 87% and, while a few percent retention loss doesn’t seem like much,…

Even in trying economic times, smart agents understand the critical need for feet on the street, bringing new clients to the agency on a regular basis. Only one of every…

This comprehensive article addresses the issues of building a successful sales organization, for outstanding customer service to the critical need for formal sales training. Al presents some startling statistics dealing…

In this article, I’d like to present six points that are the core of sales oriented insurance agencies that we encounter and assist as a consulting firm. If you are…

What do you do AFTER…        …you have automated to increase efficiency…        …you have eliminated functions and personnel…        …you have cut your expenses to the bone……and you are still losing ground…

The title of a popular book is “Swimming with the Sharks.”  It teaches you how to get along in the world of “sharks” – the voracious salespeople of industry. Well…

Most agents who call us asking how to motivate their producers to sell more and retain more clients in this soft market are concentrated on only two things: getting into…

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…