BEST PRACTICES FOR AGENCY MANAGERS: LOOK BEYOND THE NUMBERS by Robert C. Smith Taking the financial and operational performance results of the Best Practices Study and building manag...

Imagine a forest ranger complaining of a forest having too many trees. Absurd, isn't it? And yet how often in your own job have you thought about how great work would be if you only didn't have to deal with customers? This business - and our jobs - depend on customers. They are not an annoyance; they are our employers!