TechKnowFile By Colleen Lazanich THE IMPORTANCE OF A HANDS-ON CEO Successful change calls for leadership commitment and engagement Successful change within any organization requires leadership commitment, plain and simple. This certainly is true in our business, especially when it comes to automation. Leaders must drive technology change at their firms. As important, and perhaps more so, leaders need to be involved in implementation for those changes to be successful. Simply
Management
Customer Service Focus By Brianne Head, CIC, CRIS A YEAR IN REVIEW Outgoing National Alliance Outstanding CSR shares insights As I think about my year as The National Alliance’s Outstanding CSR, and what perspective I might offer based on this experience, my first thought is to recognize the tremendous support I’ve received since winning this special award. My family, friends, colleagues, and other industry professionals have voiced their appreciation and
Risk Management By Randy Boss, CRA, CRM, MWCA, SHRM-SCP DRUGS AND WORK DON’T MIX Your clients must implement and enforce firm policies on marijuana use As more states pass laws that allow medical and recreational use of marijuana, employers are faced with a dilemma. Do they continue to test employees for THC, or tetrahydrocannabinol, the chemical responsible for most of marijuana’s psychological effects, or do they maintain a zero-tolerance drug
Agency Operations Focus By Dr. Billy R. Williams BUSINESS HABITS At the heart of solid agency operations is a commitment to building good habits When I walk into an agency as a coach, mentor, or possible investor, my first action is to observe the current business habits of the agency. Now I know that the term most often used to describe this is agency operations, but I also know that
Blasted Myths By Carl Maerz CALLING DETRACTORS PAYS OFF The value of transparency and TLC when dealing with dissatisfied clients My father has operated a lawn and garden store in my small Iowa hometown for the last 40 years. As a kid, I’d spend my time after school sweeping the floors, carrying out bags of fertilizer, and running my fingers through the seed bins. Most memorable during my time helping
