Agency Operations

Have you ever escaped McDonalds without being asked of you wanted fries or a drink with your purchase? “Would you like a hot apple pie with that?” Why do you…

I’ve never met an agent who does not claim to concentrate on the customers’ needs. However, most agents have tried to define the customers’ needs without input from the customer.…

Wherever I go lately, I find myself talking about value. The equation. The whole thing. Not just the “Is-it-a fair-price-for-the-quality?” value. Enduring value, the kind that builds loyalty. The more…

In all my years of teaching (almost 20), I am continually amazed by the term “creating value.” It’s what every company says it does and wants and can do better…

When I can imagine all the positive benefits of working out, walking and eating a lot of vegetables, it’s easier for me to do those things. When I lose sight…

There is a difference between relationships that are “transactional” in nature and those that are “transformational.” The latter are those that last for a long time and create value for…

Jan Carlzon, who turned SAS Airlines around in one year, coined the term “Moments of Truth.” Moments of Truth occur THOUSANDS of times a day in every business. He believed…

Do we know who are customers really are? Do we know why they really buy from us? Do we know what their needs and desires are? Do we know what…

If you shifted your focus from creating profit to creating value, odds are that you would create more profit than you are creating now. A radical notion? Not really. Companies…

Employees suffer from the stress of the worry and of the extra workloads they carry. That stress affects their relationships with each other and, of course, the experience they provide…