Agency Operations

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…

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…