While our survey of agencies revealed that agents preferred to customize their own, it is better for an agency to purchase commercially available or “industry-standard” checklists. Checklists should be thorough, current, and standardized. It can be challenging for an agency to develop and update a comprehensive checklist without missing something. In addition, using a commercially available checklists means that agency staff are less likely to modify the checklist. For consistency in procedures, all agency staff should use the same checklists for customers meeting the pre-determined criteria and follow procedures. Many agency management systems also offer risk analysis checklists as part of the system.