Agency Operations

Companies that have strong values, a sense of purpose and pride, a sense of humor and where people work together, can create an environment where people feel cared about. When…

The worst thing about stress is that it can accumulate and cause a good deal of damage to the body, mind, and emotions. Can we have more control over the…

As Valentine’s Day approaches, it’s the perfect time to look at the quality of your customer communications. Do you say a lot of ‘sweet nothings’ that ultimately mean nothing to…

These days many customers don’t have the money to spend and so the natural tendency is to want to go out and look for new ones who do. It’s a…

By evaluating and improving five relationship qualities, an organization can make great strides towards good health. And, as luck would have it have, they form an acronym my clients are…

What kind of crazy airline would board a plane like a bus? An assigned seat has value, right? It gives us the security we need, knowing there actually is a…

My paper piles are particularly large because like most writers, I save every little thing just knowing that it will be useful. After all these years I can tell you…

It’s hard to listen to an upset customer and not have the primal “fight or flight” response kick in. Our bodies are hard wired to respond to the sound of…

There’s no doubt about it; customer loyalty is key to profitability. A mere five percent increase in your customer retention could as much as double your bottom line profits! On…

While Twitter and Facebook are getting most of the attention, there are some “old fashioned” ways of relationship building and “customer romancing” that still work very well. Phone calls, birthday…