Agency Operations

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…

Investing in customer relationships is insuring your bottom line. If you can save just 5% of the customers you currently lose, you can yield from 25% to 100% increase on…

I didn’t sleep well last night. For moments like that, I keep a notebook next to my bed just in case some brilliant thoughts show up. So in the middle…

Judy’s entire staff is female. It can be a challenging environment at times. One thing she has noticed is that her mood, as the leader, is profoundly contagious. If she…