Agency Operations

When I looked at my calendar today to leave my daily voicemail message, I realized it’s almost “April Fool’s Day” and I remembered an email message I had sent a…

How often are you taking the pulse on your customer relationships? Could you be using the time to really understand your customer’s needs and what they value? How might you…

Last week on my way home from a meeting with a client, I stopped into a new, conveniently located ‘big box’ office supply store to pick up some paper. I’d…

I’m talking to lots of people these days who are cutting their budgets. That’s necessary and expected in times like these. But, I’m also hearing that some are afraid to…

Some organizations exemplify a ‘scarcity’ model – fear-based, stingy, always looking to slash, cut or squeeze something to wring every possible cent to the bottom line. Meanwhile, the company invests…

Summer is baseball season. Baseball is a game of percentages, where the smallest difference can mean a lucrative major league career or years languishing in the minor leagues. Customer service…

I believe that many businesses have been negatively focused. And, that as time goes on, more and more people are coming to the relatively common sense notion that we’d all…

Happiness is a choice we make—over and over again in the course of the day. It’s a choice we make to listen with a sense of curiosity rather than judgment,…

Plan a celebration. October 6-10 is this year’s customer service week and it’s a great time to honor the two groups of people who have the power to make your…

In one of the issues of our Customer Care Coach®, I tell the story about the first time I ever broke through a wooden board with my bare hand (think…