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page10APublicationofIndependentInsuranceAgentsofWVFIVeIdeAsForkeepInGcustoMersForLIFeThesedaysIhearmanyexcusesforagentslosingcustomers.Themostprevalentbyfarisprice.x1cTheothercompanyhadabetterprice.TherewasnothingIcoulddo.x1dWhilepriceisalwaysafactorveryrarelyisitthemainconsiderationwhenconsideringaswitchthebestestimatesputthepercentageatabout7.Therealityismanyagentssimplyarenx19tbuildingthestrongrelationshipsandtheyusepriceandotherexcuseswhenthecustomernaturallygoeselsewhere.Ifyoubuildastrongrelationshipandkeepcustomershappytheywonx19tjumpshiptherstchancetheyget.Alsoifyouthrillcustomerssuchthattheyarecustomersforlifetheyaremuchmorelikelytoreferfriendsandfamilythusincreasingbusinessandmakingyourlifeawholeloteasier.Inadditionifyoux19reworkingwithhappylife-longcustomersalldayyourworkandlifewillbealsobemuchmoreenjoyable.FiveKeystoKeepingCustomersforlife1Ax13waysmakethecustomeryournumberonepriority.Youmustbendoverbackwardsforthecustomerandmakesurethateveryexperiencewithyouandyoucompanyisanabsolutepleasure.Thisbeginswiththenumberoneruleofcustomerservicemakingsurethecustomerisalwaysright.Italsomeansdoingwhatyousayyoux19lldowhenyousayyoux19lldoitandgoingaboveandbeyonddoingmorethanyougetpaidfortomakesurethecustomerisalwayspleasantlysurprisedbytheextraservicetheyreceive.Inadditionthecustomercomesbeforepaperworkphonecallsandothertasksyouneedtogetdone.Whencustomersthinkofthebestcustomerservicetheyx19veeverreceivedyoushouldbetheonethatcomestomind.TheyshouldalwaysfeellikeaV.I.P.page13APublicationofIndependentInsuranceAgentsofWVcontinuedonpage15AGencyperpetuAtIonAhottopIcAtIIAWVAnnuALconVentIoncontinuedfromPAge3purchaseandnon-traditionaltransactionmethods.Diamonddiscusseswhetherornotitx19salwaysagoodideatoretaintheagencyownerfollowingapurchase.Participantswillalsocometounderstandhowtoforminternalagencysuccessionplanswiththeirnextgenerationsiftheyhavetheminplacehowtorecruittheirsuccessorshowtomeldagenciestogetherforeventualsuccessionwithoutlosingcontrolandhowtoestablishtheiragenciesformaximumvalueinasale.Thediscussiononsuccessioncoversidentifyingsuccessorswhendoyounotifythemoftheroletheywillplayandhowdoyoupreparethemtotakeover.AlDiamondhasbeendeeplyinvolvedinallfacetsofinsuranceagencyandcompanyoperationsincludingmergeracquisitionanddivestitureperpetuationandstrategicplanningorganizationaldevelopmentcompensationandperpetuationissues.ApastpresidentandacurrentmemberoftheAmericanAssociationofInsuranceManagementConsultantsAAIMCOMr.DiamondisachartermemberoftheQualityInsuranceCongressandisChairmanfortheAppraisalStandardsandGuidelinesCommitteeinthedesignofappraisalstandardsfortheinsuranceagencyindustryforAAIMCO.Mr.Diamondactsasindependentmoderatorfordisputesarisingfrominsuranceagencyoperationsandasafacilitatorformergersacquisitionsdivestituresandinternalperpetuationplans.Mr.DiamondisanidentiedExpertonbusinessmanagementissuesfortheAllExpertsWebsiteandhasbeennamedKeyConsultantforMergersAcquisitionandValuationforInsuranceMarketingandManagementServices.Mr.DiamondhascreatedaMastersProgramininsuranceagencymanagementMAMcertifyingagencymanagersandprofessionallymanagedinsuranceagenciesACEx13AgencyCertiedinExcellence.Mr.DiamondalsowritesThePIPELINEanationalnewsletterforinsuranceagencyprincipalsandinsuranceindustryexecutives.x1cAgencySuccessionandPerpetuationx1dwillbeofferedbeginningat830amonTuesdayOctober92012astheclosingsessionofthe112thIIAWVAnnualConvention.FormoreinformationonandtoregisterfortheIIAWVAnnualConventionvisittheIIAWVwebsiteatwww.iiawv.orgorcalltheIIAWVofx13ceat800-274-4298.DonaTeToWaPaC