When independent agencies consider their customer service obligations, they might want to remember what the great philosopher, Aristotle, once said: "We are what we repeatedly do. Excellence, then, is not an act, but a habit."
While contemplating this article, I thought of how many companies have gotten into the bad habit of delivering poor customer service. Indeed, I am often frustrated when trying to get service in today's fast-paced environment, and just as often disappointed to find it's nobody's job to help!
Independent agents need to avoid this minefield to keep their customer base healthy and their firm growing.
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