She Ain’t Heavy
I hate to generalize, but I am beginning to think that service givers are suffering from a disease I call E.D.S. – Empathy Deficiency Syndrome. Some of the symptoms of…
Agency Operations
Happy or Hectic?
This time of the year can be as hectic for insurance agencies as retailers as you prepare 1/1 renewals. Throw in the trappings and commitments of the holiday season and…
Customer Care – Inside and Out
We know the value of developing long term, loyal relationships with our customers. They buy more and refer more, help us develop the next generation of products and services, and…
Taking Care of Business
What can you, as a business owner, do to insure that even in the most uncertain times, you maintain and even improve your profitability? Develop better relationships with your existing…
Building a Case for Getting Better
The other day I ran across some notes I’d made for an executive of a large company that I was coaching. He was working on a speech with the goal…
Hardening of the Categories? Limber Up!
Do you routinely encourage creativity on your team? Let them know they’re safe to question the norm, suggest the unusual? Do you set aside time to work on your challenges…
Are You Using the Good China?
The holidays are coming. As I’m thinking ahead to this Thanksgiving, I’m also thinking back to holidays past and a smile crossed my face while remembering a funny occurrence a…
How’s Your Communication Software Working?
Why do some people communicate so effortlessly, easily getting what they need and want? Why is it that some people consistently get results? Why is it that there’s always one…
Complain, Complain!
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…
Getting Conscious?
I think that when a server in a restaurant presents the bill there should be two things on the bill – the first a percentage chart so it’s easy to…
