Did you know that public speaking is a bigger source of fear for most people than the idea of dying? Fortunately, most people die only once, but you may face multiple occasions in your career or civic life in which you’re forced to share important information in front of a crowd. There’s a lot of … Read more
One of the biggest misconceptions about writing involves those handy word combinations we call contractions. You’re familiar: cannot becomes can’t, will not shortens to won’t, and so forth. When professional writers insert those contractions into their work, clients are often confused. Some doubt the competence of the writer they’ve hired or assume that the writer … Read more
Many words have been misused so often that their meanings have started to blur – and writers who should know better start using the wrong words in the wrong places. A recent national magazine article reported that a particular musician had earned his notoriety by producing a couple albums. In this case, “notoriety” was the … Read more
You think your new ad (or email, or mailing, or commercial) is a good one, and based on the early response, your target audience appears to agree. Then the phone rings or an email shows up in your inbox. Someone is clearly upset with you. They don’t understand why you ran such an offensive message. … Read more
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
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
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
At times, businesses have to deliver bad news to customers and other stakeholders. In most cases, the best way to do it is just get it done, and move on. A solid business relationship will nearly always withstand one instance of bad news. Some time back, a service provider with whom I’ve worked for years … Read more