So you spend a lot of time talking to customers. What percent of that time goes to customers who need you a lot because they have billing issues? They have lots of claims on minimum value policies with no real hope that they’re going to take advantage of the rest of your portfolio.

On the other hand, you’ve got these other great customers who never need anything. They are giving you their business, but they have all kinds of use for some of your most valuable products and services. And you’re not talking to them. Why? Because they’re not calling cause they don’t need anything?

So here’s a great plan. If you want to turn your insurance business around, find out who those customers are. Make a list of them and come up with a plan for how you’re going to deeply connect with them. Reengage with them, figure out how you can better help them and figure out how you can get in touch with their network of people that will transform your business.