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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
From time to time, I share embarrassing mistakes writers shouldn’t have made. I don’t target well-meaning amateurs — only professional writers and editors who should know better. Some recent examples: A September political newsletter from the Indianapolis Business Journal referenced a candidate forum by noting, “It wasn’t a true debate persay; all of the questions […]
Whether someone is creating something for work, for school, or for any other purpose, nine times out of ten, their struggle begins with the first words they need to put on the page. Some people call it writer’s block, although people who write seriously will tell you that block is an entirely different animal. Fortunately, […]
Think you’re unique? Great! Think you’re very unique? You’re not. That’s because there’s no such thing as being “very” unique, or “somewhat” unique, or “more” unique than the other folks. The word “unique” is powerful because it has one meaning. Something that’s unique is “singular” or “one of a kind.” Only one. No others. No […]
