VU Resources

Customer Service May Rule But Rules in Customer Service Don’t

When it comes to customer service decisions, I can’t stand the word rules. You can throw the word policy in there too. A better word might be guidelines. Or, if…

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Why Great Loss Ratios are not the Goal of All Insurance Companies

Many agency owners take great pride in generating low loss ratios year after year. These agencies are often small but very, very profitable. These agency owners are not happy with…

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Is Insurance Knowledge Important?

What does an agency sell? One might say an agency sells price. Fair enough. But what are they selling for price? An insurance policy? Any policy? Is whether or not…

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Turn Angry Customers Into Customer Evangelists

I’m constantly amazed at how many different ideas people and companies use to amaze their customers. When you get a complaint, you probably apologize and do your best to make…

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Virtual Management and Dashboard Reports

We initially created our first Dashboard Report for absentee owners and “virtual” managers of an agency who wanted to know (in two pages) “everything” that were going on in their…

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13 Steps to Keeping both Internal and External Customers Happy through Effective Communication

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…

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Six Strategies to Compete in Business

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…

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