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How FTD just lost $65 and a customer

First lesson: Capture a screenshot whenever you have a sketchy “customer service” experience online. Second lesson: As a business owner, never let any of your employees do this to a potential customer. The story: A few days ago, I decided to send an older family member some flowers for her birthday. The branding message in […]

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Can You Disconnect?

Do you panic when you can’t find your cell phone? Do you hyperventilate when you realize you left it at home as you drive away to a meeting or even just to the grocery store?   If you’re old(er) like me (!!!), you remember when the phone stayed connected to the wall, usually in the […]

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Can cell phone courtesy morph into human communications?

You there, with the cell phone in your hand, you know who you are. You’re probably even reading this on that electronic device. Just so you know, July is Cell Phone Courtesy Month. Finish reading this, of course, but then show some courtesy and put it down!   Go find a real human and have […]

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Are you using your words for good?

“We can each take the time to think about the words we are posting, to think about the real humans that will see and be affected by those words, before we hit the magical button that sends our words out into the world.”   Check out my Op-Ed piece, published in the News & Observer: […]

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Human communication means business

Everyone has a customer service story.   Everyone has a workplace communication story.   Everyone usually tells these stories in a negative light.   What can we do to change the stories to improve the business environment?   Very simply, we can remember that we are communicating with humans.   Technology has distracted us from […]

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Business secret: Communicate often – and well

I didn’t know. My manager didn’t tell me. That’s the first I’ve heard of it. That clerk was so rude. I’m never going back there again. Those people don’t seem to talk to each other. Sound familiar? Are people saying this in or about your business? Communications can help or hurt your business. Poor – […]

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What are you striving to become?

If you are striving, is that actually a good thing? Wouldn’t it sound better to simply say you are doing? For example, “We are striving to be the best in customer care” makes it seem like you’re trying really hard, but you’re just not quite there yet. Doesn’t it sound better to say “We provide […]

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Here you go

Customer service. Remember that? It had something to do with communications. Ah, right. Now I recall. There was a pleasant focus on manners, with “please” and “thank you” sprinkled throughout. What do we get now? “Here you go.” That’s it. That’s what they say. “Here you go.” They are, of course, the customer service representatives, […]

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R.E.S.P.E.C.T.

Positive communications, customer service, and business relationships are all developed from a base of respect. Think about it. If you don’t respect your clients, potential customers, vendors, or fellow business people, how will that affect your own business growth? How do you show respect in your business relationships? Do you follow these guidelines? Respond to […]

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Are your words working . . . for good?

Many of us have made New Year’s resolutions, which may or may not have already been broken. Here’s one more suggestion: try focusing on the positive in your written and spoken words. There are a lot of clichés floating around this time of year, encouraging us to do good things. Be nice. Think of others. […]

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