Agency Operations

We’ve all heard this phrase as we call various companies and need to talk to sales or customer service reps. This is a great training strategy. After the call, let…

Recently I was surprised to read about what the city of Seattle, WA calls their customer bill of rights.  It was outstanding, and we can learn quite a bit from…

As the current economy wreaks havoc on the business world, various companies and organizations recognize that the most effective strategy that works in any economy is customer service. And to…

This was just a little thing, and by itself is nothing significant. But if enough of these little things are good, they add up and eventually get noticed. Conversely, so…

Earlier this year I had the wonderful opportunity to work with Verizon Wireless in their call centers. Their goal is to answer the phone within a surprisingly short period of…

Speed has become a differentiator between great service and even greater service. Speed and quick response need to somehow be integrated into virtually every business. People want things fast.

This may seem like a rant, because it is. The other night I was out with my wife and some friends for dinner. It was taking a very long time…

I’m sure you’ve gone to a restaurant and had a wonderful experience, not just a meal. You may have even used the words, “I had a great experience.” Anybody can…

Recognize that your business might be a commodity. Are you shopped by price?  That is a strong indication that you are caught in the commodity trap. Does your service strategy…

Some of my clients ask me if there is one simple thing they can share with their employees that will make the biggest impact for better customer service. This is…