ARE YOUR CSRsSELLING MORE YET? by Grace Bauer Are you maximizing your agencys ability to touch your clients? In this article Grace Bauer offers guidelines t...

Career coaches and psychiatrists tell us that their clients suffer from a familiar set of traps when it comes to progressing in their careers. In this document, Don Phin explores some of the most common work-based traps.

Many readers have been asking me for scripts that cover the first phone call to a new referral prospect. Obviously, this first call will vary greatly for a number of reasons: The nature of your business, the circumstances of the referral, and whether or not your client introduced you in some way — just to name a few.

Change — it’s inevitable. A recent article stated that “change is not progress; change is the price we pay for progress.” As consumers, we all want more, better, less costly stuff than we have today. As providers of products and services, we feel that we’re already doing more with less and shouldn’t be expected to sacrifice again. Maxine, the cartoon character, summed it up best when she said, “change is good, as long as I can do what I’ve always done.”

CUSTOMER SERVICE REPORT CARDS by Dave Kahle Although almost every agency claims to give better service than their competition nobody seems to be able to define 'better service.' And since ...

FIVE KEYS TO ACHIEVING YOUR GOALS by Pamela Millard Plenty of things can distract you from your goals. Its all about making sure your goals meet a few critical criteria: Engagement...

FORMALIZING THE PLAN A plan is only as good as its execution. It is essential that progress be monitored and adjusted and changes made when necessary. Which means that once you prepare the plan, you ...

MONITORING RESULTS OF A TELEMARKETING DEPARTMENT Keeping track of your telemarketing efforts is important for many management reasons. By monitoring results, you can ascertain which of y...

MONITORING THE PLAN The monitoring process is almost as important as the actual plan. The agency's progress toward the plan's goals should be closely and carefully monitored. To make monitoring eas...

MONITORING THE PLAN The monitoring process is almost as important as the actual plan. The agency's progress toward the plan's goals should be closely and carefully monitored. T...