What's your agency's standard for quality? It seems unrealistic to expect quality standards of 100% . . . after all, nobody's perfect. Wouldn't life be a lot easier and less stressful if everyone accepted a certain amount of predictable human frailty and built in a margin for error? It could even be called something impressive and positive sounding-'acceptable quality level,' for example.

CUSTOMER SERVICE: WHOM SHOULD YOU lsquo;WOW? by Steve Anderson Ive been reading quite a bit lately about how to create a customer experience that will WOW clients and k...

FINANCIAL MANAGEMENT IN AN UNCERTAIN MARKETPLACE by Carol Hammes It takes a lot of planning to attain higher growth rates and lower expense levels. The first step in the process is to evalua...

TERRORISM: COPING WITH CATASTROPHE by Doug Henderson In this document, Doug Henderson provides a checklist of precautionary measures you can take to minimize your losses in the event o...

TURNING COMPLAINTS INTO GOLD MINES by Lynn Thomas, JD Only one client is more detrimental to your organizations well-being than the dissatisfied one who complains - and that&...