InCite Performance Group Blog

Mary Fran Mullan

Associate Advisor
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Recent Posts

Google Maps Guide to Employee On-boarding

Posted by Mary Fran Mullan on Nov 17, 2015 8:44:38 AM

One of the most useful technology tools in my arsenal today is Google Maps. Between driving to meetings for work, shuttling kids to sporting events, or heading to a new locale for the family vacation, having a map at my fingertips is a wonderful convenience. 

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Airport Arrivals, Rules and Employee Empowerment

Posted by Mary Fran Mullan on Sep 8, 2015 12:00:00 PM

A few weeks ago, my husband and son were flying home from a trip.  As is often the case in the summer months, thunderstorms can wreak havoc on the airline schedules. This evening was no exception.

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Topics: Growth and Development, Culture

Building 'Amazing' High Performing Teams

Posted by Mary Fran Mullan on Jul 7, 2015 6:00:00 AM

In my last blog, I shared with you two things: I’m a fan of the TV show Survivor, and I believe that show is a case study in risk management practices.  This month, I share with you Survivor is not the only reality TV show I follow. There’s another - my sons have introduced me to The Amazing Race, and I’m hooked.  It’s very entertaining, and the places the contestants visit are stunningly beautiful. And in another case of “art imitates life,” I see parallels between this show and our own agencies and brokerages.

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Topics: Operations, High Performance Teams

Your Agency's Real-Life "Survivor" Challenge

Posted by Mary Fran Mullan on May 5, 2015 6:00:00 AM

My family and I are big fans of Survivor, one of the original “reality” TV shows.  We have never missed a season, and we enjoy not only the show itself, but also the family tradition established. 

The show was originally introduced to the viewers as a lesson in sociology, that is, the study of human societies, particularly present-day societies.  It showcases the causes of building and changing relationships among individuals and groups. Now halfway through its 30th season, I think Survivor is also an excellent example of risk management. Let’s take a look how.

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Topics: Risk Management, Growth and Development, Planning

We Get What We Reward

Posted by Mary Fran Mullan on Jan 20, 2015 9:00:00 AM

As an Operations Director, I spend a lot of time working with, planning for, and thinking about the service teams of our company.  We are the ones, after all, who deliver the promises, who fulfill the client experience.    

We focus on ideas such as consistent work flows, efficient technology, industry education, skills development, proactive customer service.  These are just a few of the areas we target to create and deliver the experience we truly strive for. 

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Topics: Client Experience, Attracting Top Talent

My Favorite Season of the Year

Posted by Mary Fran Mullan on Mar 31, 2014 8:30:00 AM

My favorite season of the year has come to a close.  No, not winter (and that seems to be never-ending this year).  I’m talking about Girl Scout Cookie season, or more specifically, Thin Mint season.  As I sit staring at my last remaining box of Thin Mints, I think about my own days of selling these delightful round wafers of joy.  But I also think about what the annual ritual of selling Girl Scout Cookies can teach all of us about sales.

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Topics: Sales, Client Experience

Why You Should Eat Your Dessert First

Posted by Mary Fran Mullan on Oct 22, 2013 9:30:00 AM

Last week I attended a two-day class at a Hilton hotel near my home.  There were about 150 people in the class, and each day at lunch some in the class headed out to local restaurants to eat, but most stayed at the hotel for the mid-day break.  This Hilton had but one restaurant, and they prepared as any hotel would for a group that large – with a buffet. 

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Topics: Client Experience, Retention