MY LAST two columns described our agency’s efforts to end walk-in premium payments on direct-bill accounts, freeing time for our employees to offer our clients other, more valuable service. Last month I explained how we began communicating to customers why it was not in their best interests to make direct-bill premium payments at our office. We were then ready for the final step in the process-establishing a “termination date” after which we would firmly discourage customers who still brought payments in person.

We were ready for the possibility that some customers might find our new policy inconvenient and thus take their business to another agency. In our initial assessment phase of this plan, we had determined that the loss of business would be tolerable even if all walk-in customers went elsewhere.

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