I was asked to speak to a local auditors’ association chapter about cyber crime. The focus of my presentation was how a business could be...

So what is an actuary? The Society of Actuaries (yes, there is such a thing) attempts to clarify by telling us, “An actuary is a business...

The insurance industry is no stranger to bar and tavern exposures, but insuring bar and tavern accounts can be uniquely challenging due...

I’ll admit I’m a people watcher. Whether it’s at the mall, a restaurant, or a gas station, I’ve always been intrigued by why people do...

Customer service can leave a memorable impression even long after the moment has passed. Have you ever been blown away by top-notch...

“So, you live in Nashville. What do you do?” “Well, I am in insurance.” “Oh cool, what kind of insurance do you sell?” Nine times out of...

Thinking about this topic takes me back to my recent experience as a customer. I was moving: new city, new house, new job. In the chaos...

Barbara Pachter, author of The Power of Positive Confrontation: The Skills You Need to Know to Handle Conflicts at Work, at Home, and In...

Although, I would love to share my experiences during this time period, I think you can figure it out, especially if you’ve ever had a...

If you are part of the management of your company, you should have an understanding of the level of risk tolerance that your company is...

It begins with a solid drug and alcohol policy. Incorporating reasonable suspicion testing will have an impact on employee safety and...

Not only is it responsible to hire safe drivers, protecting your employees from other drivers on the road is important as well. Watch our...

Here are just a few tips to help with proper phone etiquette: Pay attention. Paying attention to the caller’s needs and understanding the...

In  a perfect world, the phone rings, you answer with a smile on your face, and the person on the other end greets you as if you’re old...

It’s important to have a firm grasp on the products and services you offer to give the best possible experience to the customer.  Ease of...

While claim activity is usually out of your control – accidents happen – there are some things you can do to help show your carrier you...

Your claim representative’s day can be a long one.  We have two groups in my office – one group prefers to come in early and get a head...

Listen. The most important skill a customer service representative can develop listening.  Most customers do not want to listen, they...

Regardless which type you are dealing with, research indicates that customers who complain are still likely to continue doing business...

Maybe you’ve made a promise to do the right thing and you want to stay true to your word. Maybe it’s because you value the relationships...