Customer Service

You’ve read about the explosion of “disrupters” that are going to revolutionize the insurance industry. Most of them promise quick and easy online or smart phone app access but none…

Let’s face it, even the best and brightest of us sometimes do dumb things and often it’s with good intentions to help a customer. But the cold, hard E&O reality…

This may be the most important coverage article you read this year. It may be the most important coverage article you’ve ever read. Please read it. And please have your…

An agency buys a smaller agency and learns that many of their auto accounts are written at minimum limits. The agency’s minimum limits standard requires higher limits, so on renewal,…

What does buying running shoes have to do with buying insurance? Keep reading for an excellent analogy of why online buying of certain “products” is often a big mistake.

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…

Your agency has finally concluded that following up on late-paying and past-due customers is too big an E&O exposure and too expensive and time consuming to continue. You believe it…

If you’re never flown Southwest airlines, you are likely not familiar with their customer service approach. In this article, customer service expert Shep Hyken talks about his experience and I…

You’ve got just over a week before Valentine’s Day. Do something nice for your customers Valentine’s Day (and every day). Spread the love, spread the joy. Here is our suggestion…