Airplane pilotA producers' responsibilities can described as take-offs (selling new business), landings (renewing business), and emergencies-in-flight (service issues that threaten the relationship).

When I was still working inside an agency, I received a call from one of my producers, asking me to go to lunch. Several scenarios went through my mind as I told him, "Of course, let's go." We settled at our table, and I could tell something was bothering him. I finally asked him,

"What's going on, Jim?"

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