Agency Operations

The holidays can be a time of both joy and stress. I encourage business leaders to create a regular “practice” of creating feelings of joy that reduce stress – both…

Have you ever noticed that Thanksgiving dinner is the ultimate in service experiences? From the strategic planning of the “operation” right down to “delivery and implementation,” each step is carefully…

One of the most powerful customer service (and sales) tools is a sincere “Thank you,” yet so often we neglect to do this. Feeling appreciated is a motivational human emotion…

We know trust is a key element in customer satisfaction. Is there anything CSRs can do to re-gain trust from a customer once it has been damaged or completely lost?…

Psychologists studying stress in the workplace have done over 400 studies on “Resilience” and what keeps individuals in a company healthy despite adversity. Here is a summary of their findings…

In the 21st century, a customer service representative will have to be much more than a paper pusher or order taker. Marketing responsibility will be integrated throughout the organization. And…

Recently I came upon a sandpile next to a large hole on the beach that quickly became a learning experience for several people. I’d like to share that story and…

Ask yourself some “Where is my focus?” questions just for fun. You may be amazed at what you see when you look at a different points of reference. For example,…

For a moment I was angry (not to mention hungry) and then I realized what a gift I had in my hands. What a perfect way to talk about well…

Why can Southwest do what other airlines can’t? There are dozens of reasons why one company does a better job than another in delivering delightful experiences to their customers. Some…