Agency Management

I really hate to generalize, but I am beginning to think that many service givers are suffering from a disease I call E.D.S. – Empathy Deficiency Syndrome. Some of the…

Love, love, love. It’s still February, so I figure I can still talk about love, even if this is business. Have you considered the idea of love as a management…

When a company meets some or all of our expectations we usually say we are “satisfied.” When a company goes a few steps farther and exceeds our expectations by creating…

People are motivated by all kinds of things, some crazy, some understandable, and some just downright weird. For our purposes I’ve compiled a list (along with my good friend Bill…

You need to keep motivated and stay motivated if you are going to deal with customers. I adore this Zig Ziglar quote that says it all: “People often say that…

What would you do if you had a customer care coach? What if you had someone who would help you understand the things you and your whole team could do…

Some people don’t understand what they DO want until first they articulate what they DON’T want. So while looking through some of my older customer care tips , I ran…

I was recently seated near a chronic complainer at a restaurant. Fortunately, I was able to move to an empty table far from earshot of the young man. I sat…

It was late morning and I was in my hotel room getting ready to speak and then to travel on to my next engagement. It was a long flight and…

How do you sell the importance of customer loyalty to executives? Easy. Talk numbers. Not the kinds they’re used to seeing which are based on accounting principles, but the numbers…