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The Illusion of Service   How to Become a Customer Friendly Agency

I recently tried a little experiment. Two agencies that I encountered expressed a great deal of pride in the degree of service provided by their staff to clients and prospects. Both of the agency owners assumed that they provided great service because of three things (see below). Neither owner had surveyed clients or tested the agency to determine the real level of service. I was called in as a consultant and here's what I found....

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​127 South Peyton Street
Alexandria VA 22314
​phone: 800.221.7917
fax: 703.683.7556
email: info@iiaba.net

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