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Demonstrating your core values to your customers takes work, but it pays off. (Photo: NUPC)

At an industry conference, an independent agency owner in upstate New York relayed how he expanded his business among existing personal lines accounts by one-third over the course of several years. A part-time customer service rep would come into the office for several hours on Fridays and call accounts who had one or two policies with the agency, talking about the importance of personal umbrella policies and offering free quotes. Of course, she left a lot of voicemail messages. The owner told me, “In the first year or two, nothing really happened. We didn’t sell very much. But suddenly, people started asking for quotes and started buying umbrellas.”

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