ADOPT MEASURABLE OBSERVABLE SERVICE STANDARDS by Troy Campbell Measurable Standards Developed By The Team To compete in the service sector, realize that price-cutting will co...

WHAT MAKES YOU SPECIAL? by Pegi Flahault 'So, tell me a little about yourself.' Remember how important an intelligent and succinct response to that question was when you were out job ...

Does the sterile anonymity of Internet-commerce and 1-800-BUY-THIS leave you a little cold? In this document, Emily Huling reminds us not to lose our human touch when conducting business in person. Her observations provide useful insights for anyone in your firm who interacts with clients.

WORLD-CLASS CUSTOMER SERVICE by Diane Herbert and Pamela Millard What sets your agency apart? What do you do better than othe...