A lsquo;FAILED PLAN AND THE SOLUTION By Al Diamond This letter from an Agency Consulting Group client, together with my reply, speak for themselves: Dear Al, I...

AGENCY RATING FORM On a scale of 1 to 10, with 10 being the highest possible score, how would you rate [Agency Name] on the following items? ...

CUSTOMER SERVICE: EVERYONE NEEDS A HERO by Jack Burke I'd like to introduce you to a hero-Elizabeth Acevedo. Elizabeth didn't pull anyone from a burning building or develop a vaccine fo...

IMPROVED CORRESPONDENCE IMPROVES YOUR IMAGE There's nothing worse than receiving a business letter that contains errors, poor grammar, trite expressions, and the like. Even one typo is enough ...

KEEP THE HUMAN TOUCH IN CUSTOMER SERVICE by Jack Fries For better or worse, electronic commerce is changing the relationship between consumers and vendors. It's often for the worse in cu...

LEARNING TO MANAGE E-MAIL by Steve Anderson Communicating with someone used to be easy. You could just pick up the phone and give them a call, or sit down and write a note. Fast forward a...

All producers know that overcoming objections is part of the selling process. However, many forget that making objections is just as intrinsic to the buying process.

To identify the root causes of objections, producers should put themselves into the buyer's shoes. You also buy in your personal life, so use your own experiences to sharpen your expertise.

VOICEMAIL MESSAGES THAT GET RESULTS Patricia A. Czech The more technology we introduce to help us communicate, the less we actually communicate. Most businesspeople will only return 20% o...

WORK IN PEACE, INCREASE EFFICIENCY by Grace Bauer Are you getting tons of interruptions every day? Are you questioning why employees are coming to you when you know that the...