Of course that statement assumes you’re even asking or paying attention to what you’re client expectations are – unfortunately to many people aren’t and ...

  Greater productivity and profits make good business sense.  The things that you identify in your customer value surveys that will increase your productivity and ultimately ...

Empowerment defined – scary stuff, especially for a reformed control freak like me!  Most agencies I work with, including my own, were at some point in time was a ...

Our industry statistics tell us that the majority of an agency’s clients are within 20 years, 10 either way, of the agency principal’s age.  Because of that majority ...

  Sounds like suicide, but in fact “you can’t lead where you don’t go”, as my Mom says.  Never true words were spoken related to what real leadership has ...

  Ready, aim….ready….ready, aim….aim….aim…aim.  Talk about frustrating for everyone involved!  The organization who sees the target, loads the gun but never pulls ...

Our industry has historically identified prior work experience in a particular position as the on-ramp to a series of recurring positions, sometimes with different agencies, ...

I did an agency workflow audit recently where I found piles and piles of insured copies of policies.  They had delivery form letters attached and everything, but were just ...

Talk about a four-lettered word in many of the organizations I work with –  that’s “Change”.  OK, I haven’t totally lost it, I know ...

  When I found out I was going to have twins I threw myself into a massive research mode to learn everything I could about carrying and having twins.  Talk about crazy ...