We had a free-for-all Q&A Call today with about 150 members of the CSR Mastery Program today.  I left them with this thought.  Hopefully, it inspired.  Or, at least, troubled or provoked.  I know it surprised some...if not all, since much of my relationship with them is based on teaching technique, tactic.  Like scripting, Report Cards, creating a "WOW" experience and so forth.

The thought: if I had to choose between...

"We don’t stand a chance of advertising with features and benefits and with RAMs and with charts and comparisons. The only chance we have of communicating is with a feeling." —The Apple Way, 2006 Hard these days not to look at the life and success of Steve Jobs and be grateful for someone who had so much wisdom to share about creating a world class business.  And who shared his insights on business so openly.  The things he said about IBM in the 80's, Microsoft in the 90's, the cell and music industries in the 00's all holds so true today for so many businesses and so many industries.  He would say they don't "get it."  They put so much focus on the product...and so little on how that product makes the customer feel, how it will delight them, make their life a little better, how it will interact with them. I think he would say it's odd that, as openly as he shared his insight, how little he was copied.  Companies are still excessively focused on features and little o ...

There are 3 significant ways to make positive changes in an agency: #1, You can REPAIR it. But that's an obligation, not a matter of passion - and you wind up with what you had before anyway. #2, You can IMPROVE it by making incremental changes - but that's a BORING, slow process. It's not a lot of fun, and all you get is maybe a 5-6% improvement. The third way...

You can easily add $63,000 to your agency, this (and EVERY) year - just by USING the same inbound phone calls you're already getting. Don't believe it? I've got the math to prove it...

So we've talked about this being a watershed moment in the industry - and how it's absolutely necessary for agents to turn their old agencies into Extraordinary Business Organizations (or "EBO's"). Well, one of the CRITICAL (and perhaps most important) qualities of an EBO is...