Agency Operations

How much would it cost for somebody to buy you out of your job? Well, this is exactly what Zappos.com does. Haven’t heard of Zappos? They are an Internet retailer…

No one wants to say “no” to a customer. In general, people also hate to be told “no.” But sometimes saying “no” is unavoidable. In this article, we’ll address some…

Here is a question. Can you give me ten reasons I should do business with you (or your company)? I’m talking about good reasons. Reasons that would make me take…

How do you get customers to think of you in a new way? How do you breathe some personality into the office? How can you go beyond the verbal “thank…

A prospect becomes a customer. They moved their account to you with high expectations – created during the sales process – and they anticipate great things from the new relationship.…

Ask anyone to relate an excellent experience he or she has had recently as a customer. Only a handful will be able to offer an example. In his book “The…

We tend to rate ourselves by Sales, Service, and Satisfaction (the three “S’s”). However, today the “S’s” need to make room for the big “E”: Expectations. To be successful over…

CSR’s primarily deal with claims, policy updates, additions/deletions, and etc. Truth be told, they’re more administrative functionaries than “service providers.” Clients are often intrusions on the flow of their clerical…

Every so often, there is a breath of fresh air in a marketing or customer service technique. Every so often, someone somewhere does something unique that provides them with a…

Are companies really committed to delivering great customer service? Will consumers pay more for better service? Will customers really stop doing business with companies who provide poor customer services? Here…