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.

STAY FOCUSED ON SALES AND THE CLIENT The Dartnell Corporation, Chicago, IL, points out that the day-to-day activities of sales can easily distract producers from selling. Phone calls, meetings, paper...