Suppose, for example, that your agency and all its staff members excelled at meeting the needs listed below. If they have an urgent question or concern and call the agency, for example, they know they will speak with someone who either will provide the response they need or let them know when and how the response will be provided. The agency's telephone answering system ensures that the customer can reach a living person rapidly. And no matter whom they reach, customers will be treated as if nothing is more important to that staff member than helping them get the response they need to their question or concern. We believe that even hard-nosed businesspeople feel good when they know that someone truly cares about understanding and meeting their needs.
Meeting needs is a two-way street.
If your staff members excel at meeting your prospects' and customers' needs, your prospects and customers will excel at meeting your agency's needs. Again, meeting needs is a two-way street. If you want your staff members to care about meeting customers' needs and the agency's needs, you must care about meeting your staff members' needs. We believe that the agency business is more of a people business now than it ever was. Quality of relationships is key, and we believe that quality relationships result from a focus on meeting needs.