• top-level-service

    Is it for YOUR convenience… or the customer’s?

    Apr 23 • 6 Views • Comments Off

    My wife, Tammy, and I were in line at the drive-thru window at a local bank. It’s not the one that we usually use… we’re just making a deposit to help out her youngest, as it’s on our way, and he uses a different financial institution. Snow is...

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  • writing-and-selling-a-new-book

    When it comes to selling books (or marketing your practice), PEOPLE make the...

    Apr 19 • 21 Views • Comments Off

    A friend recently forwarded me a link to an interview that David Letterman recently did on his show with the author of a new book, “Everything’s Coming Up Profits: The Golden Age of Industrial Musicals.” After watching the interview, and reading more...

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  • growing-your-financial-practice

    Does the Growth of Your Practice Have to be Detrimental to Your Delivery...

    Apr 17 • 54 Views • Comments Off

    In a fascinating white paper by the Institute of Client Service, research reveals this amazing statistic: “For each 10% of market share growth, client satisfaction declines by 1.5%.” Just ponder that point for a moment. On one hand, it may explain why...

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  • happy-and-surprised-business-client

    A Critical Element In Creating a WOW Experience for a Client

    Apr 15 • 216 Views • Comments Off

    If you’ve heard me deliver a presentation, you’ve probably heard me talk a little bit about Delta Airlines. I’m a Diamond Medallion flyer with them — the top tier in their SkyMiles frequent flyer program, as my career requires my posterior to be...

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