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You've probably heard this proverb growing up... And, if you’re like me, you say it now to your own children.As the world re-emerges from quarantine, this proverb is more important than ever. 93% of what your customers will hear when speaking to your agents is their tone of voice and body […]

When it comes to leadership today, how do you stay ahead of the competition? How do you innovate in your niche? How can your team think differently when most people hold on tightly to what they know? To have a competitive advantage, it’s all about keeping your eye on the future and looking […]

It’s ironic how small things matter so much these days... a call from someone who cares, a smile from someone who you see from afar, or an acknowledgment by someone who appreciates you. They say "don’t sweat the small stuff", and in my experience, it’s the small stuff that makes a big […]

Customers are calling because they want to talk. Even long term, repeat guests are calling because they have new questions, and your experiences are changing. Better experiences with your agents through guest engagement, can drive loyalty and create brand affinity with your guests, especially […]

Goals keep us focused on what we want, and help us define the actions to getting there. They help us focus on what matters most verses the daily challenge of focusing on just want seems to be in front of us or on “fire”. Goals give us a sense of power as they help us decide what is next in […]

During these crazy times, it is our leaders who will step forward and shine the light. We need leaders who will encourage us to find a way through the darkness, to help us find understanding within our differences and to align us towards all that is possible when cooperation and respect are […]

Pre-COVID-19 you probably had a good idea of your top value propositions that resonated with your customers. And, in the past, most customers definitely wanted, and expected, a clean room or suite, though it rarely came up in a phone conversation with an agent. It was a given. Their […]

For a long time, I have told my friends and colleagues in sales that above all, the Independent Living sale is the most difficult. For the most part without triggering event to prompt a search, you must convince the senior to purchase something they frequently do not want or feel they need. […]

Noise… the Little People in our Brains… HeadTrash… It clutters your mind. It tends to be full of negativity and depletes your energy. It is frequently petty rather than productive, and it can get SO LOUD that it sucks your focus. It takes your eye off what matters most. If you want more […]