While trying to solve a recent problem with a retailer, I remembered that phone call from my father’s cardiologist. The aggrieved voice on the phone scolded me because Dad had missed that day’s appointment. Once she paused, I took a deep breath and gently explained that he failed to show up for the appointment because … Read more
Many companies and organizations seem to have a paranoia about repetition. Once they mention something in an email newsletter, a blog, or on a website, they don’t think they should mention it again. If someone suggests a repeat discussion of that topic, they’ll reject it outright, adding “we promoted that already” or “we already told … Read more
Customers stop doing business with you for any number of reasons. Those who were dissatisfied or angry probably won’t come back. But those who simply may have been tempted to do business with a competitor — or those you didn’t work hard enough to keep — may be willing to return and do business with … Read more
Been noticing more typos and other errors in articles, posts, and other materials prepared by the media? You’re not alone. We all make mistakes (I’ll admit to more than my share), but newspapers and other professional media outlets used to have procedures in place — such as a team of eagle-eyed copy editors — to … Read more
There’s a way you can “clone” your best customers, so you’re able to do business with more of them. It starts by really getting to know your current customers. The more you understand the reasons your customers chose you and what they really think about you — as opposed to what you believe they really … Read more
As I looked on, mother began to materialize around the edges of the copper vessel. Did that confuse you? Baffle you? It’s a completely legitimate and accurate statement. Mother often appears when someone is making alcoholic beverages, and it has nothing to do with the personal habits of the woman who brought you into this … Read more
A recent visit to one of my healthcare providers gave me an excellent example of how bad customer service — even what happens before an employee opens their mouth — can undo the most carefully crafted business image. Take a look at the photo and see if you can spot what I like to call … Read more
No matter how hard a company tries to create and promote a compelling brand, and no matter what they do to get your business, they often lose sight of the fact that their reputation hinges on every employee or representative who has contact with customers and prospects. So why is it that so many companies … Read more
Want a simple way to write more clearly and effectively? When you begin to write a letter, a memo, or an email, write it to your mother. Or you could write to your best friend or your Aunt Agatha. The key is that you want to write to someone you know instead to of a … Read more
When I mention the malady known as “death by PowerPoint,” nearly everyone nods. We’ve all been subjected to a variety of excruciating presentations that aren’t improved by the speaker’s use of that popular presentation software. I could list several examples, but the one that ticks me off the most is the goofy slide that’s stuck … Read more