Agency Operations

We are all learning anew what it takes to do business in the world today. I do believe the basics still apply – although they may need to show up…

This tip was originally written after I received a phone call from a writer who was doing an article on customer contact staff training and called to ask me what…

Want a more positive workplace where you and your co-workers feel happy and motivated? Want to make customers happier so that their loyalty – and your profits – grow? Want…

In another article, I shared with you my all time favorite question (You remember, don’t you? It’s “How have I created value today?”). Now I want to talk a little…

It’s expensive to keep getting customers who leave because you haven’t delivered and delighted. In the business to business marketplace it is estimated that it may be costing you 30…

“There’s no magic to magic,” Walt Disney once said, “it’s all in the details.” Sometimes those details are small, seemingly insignificant things, little extras that add up to a strong…

Happy New Year! We begin 2005 with the intention of putting the abundant learnings with which we were blessed last year to good use this year. With that in mind,…

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…