Most problems and complaints both outside and inside your company arise from poor communication. Poor communication most often results from either miscommunication or a lack of communication. This article identifies…
Can your little agency compete with the “big boys,” the direct sales organizations that have billion dollar advertising budgets? Yes! In this article, customer service expert Shep Hyken gives you…
Many agents with successors in place are not so sure that their successors can manage the business as well as the older agents or sufficiently enough to assure the older…
We are all aware of the human tragedy involved in the landslide which buried homes in Darrington, Washington in March 2014. From the perspective of our industry, the first question…
“There is hardly anything in the world that some man cannot make a little worse and sell a little cheaper, and the people who consider price only are this man’s…
An insured stores activated gift cards worth several million dollars in a warehouse. The commercial property insurer says they’re not covered because they’re “evidences of debt” and the same as…
If you read my last article you read a list of customer service tips that anyone can put to use immediately. This is the second half of the list of…
Reading the newspaper this morning there was an article suggested that a university President should earn no more than 10X the compensation of the lowest paid employee in the system.…
This page has evolved from our original Hurricane Katrina Resource Page. Except for a few links to articles available only to IIABA member agencies and paid VU subscribers, all of…
An amazing customer service experience comes down to this: “Sell a product or service that works and be nice to the customer about it.” It’s that simple. I could stop…
