LISTENING TO CUSTOMERS by Troy Campbell To find out how the agency is perceived by customers requires continuous monitoring. Detailed perceptions can be obtained from a complaint log, a compli...

PRODUCTIVITY UP, PROFITS DOWN by Carol Hammes It's common wisdom that profitability should track directly with productivity. Often this is true: If the employees are more productiv...

REFERRALS: THE SECRET TO CONSISTENTLY HIGH PROFITS AND RETENTION RATES by Lynn Thomas, JD Frankly, Im puzzled. Recently, I spoke at a conference where members who have known each o...

USE CROSS-SELLING TO INCREASE CLIENT RETENTION by Lynn Thomas The more products and services your clients buy from you, the closer your relationship with them. In this document, Lynn Th...