3 posts found
05/31/2021 · 5 min read
Killing with kindness is a retention machine, not a soft skill. The standard runs on systematic touchpoints, genuine problem ownership, and a same-day response rule. Build it into the system instead of relying on whoever picks up the phone.
04/14/2021 · 6 min read
Trying to please every client trains them to push you around, drives you to cut coverage to hit a number, and produces hostile relationships after claims. Boundaries are professional integrity. Clear limits build trust with good clients, run off the bad ones, and protect your pipeline.
11/27/2020 · 6 min read
Going above and beyond in P&C means four systematized behaviors: a proactive mid-year coverage review, a pre-claim walk-through, reciprocal client referrals, and the hard truth conversation. Define each in writing, put it on a calendar trigger, and track completion.