you need to provide quite exceptional or even ‘outrageous’ service to them. To create a super insurance agency of the future, advises consultant Dan Sullivan, ‘you’d build 20 relationships and cover them like a run with service. Not regular service, not good service. Outrageous service. You’d anticipate their needs when you could and you’d rush like a SWAT team when they asked you for anything else.’10 The real key is to provide surprising service, above and beyond the call of duty and quite out of line with prevailing industry standards. This may have a short-term cost but it will have a
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