Background: Texas Insurance & Financial Services, Inc., was founded in 1977 and incorporated in 1982 as an independent agency selling insurance and financial services. The agency began in the farming community of El Campo, TX, and grew to serve the surrounding area. It's now licensed in 30 states - and dominating several commercial lines niches nationwide.

Quantum Club:  The agency's performance has improved dramatically since joining Quantum Club . Gordon enrolled all his Customer Service Representatives in the CSR Mastery Program about three years ago, which, he says, contributed a big part of the agency's turnaround. New policy premiums totaled $3,940,000 in just two years, and business volume has risen by at least 33%. In addition:

• Client retention increased dramatically - to 100% in crop insurance, 94% in commercial lines (up from 87%), 95% (85%) in personal lines and 99% (96%) for Life/Health business.
• Adding new carriers has been easier and existing carriers have been more willing to support advertising programs.
• Gordon has more personal time to devote to family and community interests.

Both Gordon (who won our Best of the Best award in 2009) and Customer Service Representative Leigh Ann Johnson (a runner-up for the CSR Mastery Program Best Year Ever contest) actively work with mastermind groups, continuously sharing information with other Quantum Club members.

Gordon says: "We know that the tools that we have learned from Quantum Club and its members set us apart from our competition and make us the obvious choice for the client. We are now licensed in over 30 states and growing. The niche markets are thriving. We continue to seek new clients and continue to grow. It's a great feeling. The gifted team, makes it all possible."

Some of the Quantum Tools, Strategies and Principles to which he attributes his success: The CSRs became very involved in the CSR Mastery "way" - both for personal and commercial lines. What started out as a contest among the CSRs as delivering a WOW experience, jut became automatic. This was easily visible by the increased percentage of new business to existing clients - 57% - and the 1,047 new policies added in a single year. The agency uses the philosophies of "Solve It," Every Inbound Call is an Opportunity, People Want Protection Therefore We Sell and the HEART method. Gordon's agency has unleashed many of the Quantum Club Niches To Riches strategies, dominating several commercial niches nationwide.