VU Resources

It’s 2015 so, in keeping with the new year, customer service expert Shep Hyken offers 15 customer service tips to keep in mind and in practice throughout the coming year.

This article is a wake-up call from consultant Chris Burand: “The independent agency system constantly emphasizes how important agents are to clients in choosing the right coverage. While agents can…

If your staff is confused about the difference between goal setting and action planning read this clarifying article. The process should create synergy among all employees as well as achievable…

This article is about leadership. When it comes to policy limits, forms and coverage, being a leader pays off for you and the client! Are you leading your clients so…

Agencies and insurers often provide policy coverage summaries. Is this a good idea? As is often the case, the agency must balance the sales and service function with their E&O…

High performance agencies inevitably maintain controllable customer retention rates of 95% or more regardless of the market conditions, regardless of the insurance economy and regardless of competition. And these high…

When customers realize that a company they do business with is wasting their time by giving poor service, or forcing them to wait on the phone for customer support, they…

You hire a new or inexperienced producer. Is there any guideline as to how much time should be provided before he or she reaches a level of production to cover…

Agency owners are drawn to salary surveys like flies to sugar because we’re never sure whether we are cheating ourselves or our employees in terms of their salaries. That’s why…

Too many agencies have “Uncle Larry” working for them in one form or another. We either don’t want to or can’t fire them but we can’t keep them in place…