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Stay there and keep doing what you’ve always done.  You are guaranteed to get what you always got.
By the way, those three options are not new.  This knowledge is already out there for those that want it, and has been for a long time. We might be thoroughly modern mankind but that old reptile brain and endocrine system still calls a lot of the shots until we allow our rationale brain to step in.  Heaven forbid, we allow our “thinking brain” to call some shots! So are we ready to start questioning yourself?  Are you ready to change some of your basic beliefs and ways of thinking?  Are you ready to change how you perceive the world and others? Challenge your perception, challenge your belief.  That’s your first step.  Are you ready to take it?  Are you ready to put in the effort to change some of those basic belief systems you adopted before you were ten?  Before you were even old enough to make decisions on your own? We are not advocating that we don’t interact with our co-workers, follow-up on certain technical and industry news items; effectively be in a vacuum.  What we are advocating is for YOU to control your time!
There’s something to be said for employee empowerment and the loyalty gained both from the employee and ultimately the customer. I’ve shared this story a number of times and now you’re reading it too!  What are the lessons here? Consistently these values are evident whenever I fly West Jet!  To me there is no other airline unless I’m going somewhere they don’t fly! Sir Richard Branson says “The way you treat your employees is the way they will treat your customers”.  I’d say WestJet has figured that out too! Recently I had the opportunity to field some calls for an organization handling customer service problems relating to water damage insurance claims caused by the devastating floods in Alberta!    Believe it or not it has been extremely rewarding.  Ultimately, the customer may not like what I have to say but in almost every case, they have said thanks!  How cool is that?
Let me tell you a story about my grumpy old man – GOM!  He was at least my twenty-seventh customer of the day. GOM:  (He laughs)  OK so you got me!  Ya – I’m getting up there in age and no I probably haven’t grown up yet.  And I guess I’m not really grumpy anymore am I?
Clarify.  After the client has finished explaining the situation, ask permission to clarify. Say THANK YOU.  Yes – thank them for complaining!  Remember that only 1 in 10 dissatisfied clients complain to you.  The rest complain to everyone else about you!  That is NOT COOL! By taking this approach you will find that both you and your Grumpy Old Man will be much happier.
Have an awesome rest of your day and THANK YOU for taking the time to read “Grumpy Old Man”! Is it really ALL about PROFIT?  Is money really your primary driver?  Is money really all that important?  I know what you are thinking.  “Is she really serious?”  Yes, I’m serious!  Remember Step 1 in the Series – The 8 Steps from Passion to Profit? Last year I had the tremendous privilege of being part of a Mastermind Group led by Greg Habstritt, the founder of Simple Wealth.  He asked us to answer the question WHY?  So here’s how it worked. A.  Two reasons, firstly it’s important to me in terms of my integrity and reputation and in addition it aids in retention.


A.  Because I want my business to grow and it costs more to get new business than to retain existing business and I get more referrals. A.  I want my business to grow and ultimately have a better sale price when I decide to retire.
A.  I want to be able to relax and then find something that I can be really passionate about in my retirement.
I sincerely hope that you enjoyed following the 8 Steps from Passion to Profits as much as I have enjoyed sharing my views, values and thoughts! So now it’s time to take ACTION!  If you are the owner of a business, manager or even the leader of a department or team what are you going to do to move forward?  I’m assuming you didn’t get out of bed this morning and go to work wanting to be average!  Don’t wait until you are so stressed out and burned out that you DROP OUT!  You and your team deserve more. No Tension – Once I have set my intention, put attention to it then it’s NO TENSION.  There is nothing I can do to control the results if in fact I had done everything I can do and am focused on success. Stay tuned for your final destination, “Profits” where you will learn that really it has nothing to do with Profit! The average cost to the organization of having a disengaged employee is $16,000 per year!  An engaged employee makes an average of $32,000 for the company. And if that isn’t reason enough, then simply consider how much more rewarding it is to have employees who love what they do! And then there’s Customer Satisfaction Levels.  Excited customers improve your retention and drive referrals right to your door. Don’t forget about your suppliers either.  The more successful your relationships with your suppliers, the better product, pricing and service you can obtain for your customer.
Once you have determined what it is you want to measure and how don’t just sit on it!  Analyze it and take action steps to improve!  Remember the Japanese practice of Kaizen – continuous improvement.  It’s a process and many small improvements over time will have a major impact on the success of the organization and the individuals involved. For those of my followers who happen to be insurance brokers, there is an excellent Continuing Education Credit Course – “Customer Service for the Insurance Professional” that will provide you with some great measurement tools, as well as provide you with 4 CE Credit hours towards your general licence in Alberta. Did you know that recent studies indicate that 65% of people who quit their jobs cite “lack of appreciation” as one of the main reasons?
A landmark study published in Harvard Business Review asserted that a 5% increase in customer loyalty can increase profits from 25% to 85%.   That statistic alone should be enough to convince you that customer loyalty is critical to engagement. Tony Hsieh, CEO of  Zappos in his book, Delivering Happiness, says “Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.”  Their first Core value is to “Deliver WOW Through Service”. When you focus on the good things that happen, you will find that you more good things will happen.  Actually, they were always there, we just love to focus on the negative. I dare you to thank at least 3 people in your organization for something they have done and see the results. As an employee if you are depressed and bored, not eating well and not getting enough sleep then you cannot expect to show up to work and all of a sudden turn on “productivity”. As the employer, it is your responsibility to recognize that productivity is a combination of managing both the physiology and psychology of productivity.


We all know the basics – eat well, exercise, get enough sleep, hydrate (with water – not coffee!) and take a break at least every 50 minutes!  Humans are NOT designed to work effectively without a few short breaks throughout the day!
Know when you drop into the “Shiny Thing Syndrome” – you keep being attracted to the next distraction that comes along. Remember that it’s not about time management; it’s about managing what you do with your time. Multi-tasking is a MYTH!  Focus on one thing at a time and respect that your peers need the same! All of these tips can be found in the Majix eBook – 7 Tools for High Performance Productivity. Whether it be an open door policy where any employee can communicate directly with the owner of the organization or a private anonymous suggestion box, it’s critical to allow for open communication.  The forum should be limited only by your imagination.  As people become more comfortable expressing their concerns and feelings, that anonymous suggestion box may just disappear!
Suppliers -  Your suppliers are made up of people, individuals with their own needs.  More to the point, they are also the people responsible for making sure that the needs of their corporation are met. These individuals at the corporate level are no different in psychological make-up than the your business’ other customers – your employees and your consumer!   As individuals they also have passions and purpose as it relates to their job, have subconscious beliefs based on their experiences that may or may not be true and will carry those beliefs into their working environment. Did you ask yourself WHY you were in business, why you were a manager or leader of  your team or department?  If you did, what was your answer? A new report from Automotive News suggests that the next-gen Jeep Wrangler will arrive in H1 2017 and enter production in late-2017. The report states that Jeep plans to continue making the current Wrangler into Q3 2018, about six months after the next-gen Wrangler enters production. Mike Manley, Jeep brand Head, told the publication that the supply must be just behind the demand. In a document released to investors, FCA has confirmed that the all-new Jeep Wrangler range will be offered with next-gen powertrains and mild hybrid technology. The 2018 model year will also see introduction of a Jeep pickup truck based on the all-new Wrangler. Marchionne also expressed his views about the next-gen Wrangler there.“I’m serious, it’s a phenomenal vehicle. Well… it’s a significant step in performance, it’s a phenomenal step in architecture, it’s a great vehicle.



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08.03.2016 admin



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