Customer Service

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…

Unless there is a legal requirement, is there a reason to issue a written binder on an account? We posed this question to the VU faculty and got a mixed…

Increasingly, agents are discovering that they have customers that they no longer want for one or more of many reasons. Maybe it’s a contractor that generates so much certificate of…

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,…