Customers were so pleased that the insurance agency had responded to their complaints that they recommended the agency to their friends.

Agents listened more closely to customers of long standing and were able to sell them additional insurance policies that met new needs.

Agents more frequently postponed completing the attendant paperwork even after the terms for an insurance policy were settled to the satisfaction of the client.

Dissatisfied customers of other agencies, attracted by the reports of the change in agency policy, became customers of the agency.

Having come to trust the increased judiciousness of the agents' recommendations, customers approached the agency to discuss and ultimately to buy more supplementary insurance than they previously had bought under pressure.