Agency Management

Given their options, most sane human beings would choose to do business with someone who is pleasant, courteous, warm, friendly, hospitable and dare I say, fun. Yes, of course it’s…

Are your people laughing, smiling, and leaning into each other when they talk? Do they make eye contact and enthusiastically engage each other in discussion? Are they expressive, energetic? Do…

Do you hunt or do you fish? Fishing for opportunities to create value may no longer be enough. Take charge of looking for ways that your company can be outstanding.

The customer experience makes or breaks customer loyalty. With so many choices today, it’s the quality of the experience — how you repeatedly make your customers feel at each and…

Are your employees engaged in their work, or are they estranged from your agency’s mission and their role in making it happen? Mounting evidence suggests that the more engaged employees…

Steven Slater became a folk hero overnight when he jumped ship on his airline attendant job and career by popping open the emergency exit slide on his JetBlue plane, grabbing…

When I looked at my calendar today to leave my daily voicemail message, I realized it’s almost “April Fool’s Day” and I remembered an email message I had sent a…

How often are you taking the pulse on your customer relationships? Could you be using the time to really understand your customer’s needs and what they value? How might you…

Last week on my way home from a meeting with a client, I stopped into a new, conveniently located ‘big box’ office supply store to pick up some paper. I’d…

I’m talking to lots of people these days who are cutting their budgets. That’s necessary and expected in times like these. But, I’m also hearing that some are afraid to…