Author Archives: Lydia Ramsey

The Business Apology

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The business apology can be worth its weight in gold when done properly. With an intentional strategy, it becomes a part of the overall customer experience and part of a plan involving customer acquisition, retention, and loyalty. It goes without saying that an apology is critical when a company has made a mistake. Just as

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Acknowledging Loss in the Workplace

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Acknowledging loss in the workplace is difficult. When a colleague, co-worker or business associate loses a family member, do you find yourself wondering what to do? Are you afraid of saying or doing the wrong thing? Often the result of uncertainty is that you end up doing and saying nothing and later regretting it. A

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Texting in Business: the New Phone and the New Email

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Just a few short years ago would you have thought that texting in business would be a widely-accepted staple of  communication? Probably not, but then a decade ago, you would not have believed that email would be flooding your inbox. Thanks to texting, those overflowing inboxes are no longer consuming the better part of our

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The New Year is Thank You Note Season

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Now that the holidays are almost over, and we find ourselves in the new year, it’s time to start sending out thank you notes for the thoughtful gifts and tasty treats you received during the season. Yes, I know, those are not the words you want to hear—especially since you know that I am talking

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Flying Etiquette for the Holiday Traveler

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Perhaps you remember a time when traveling by plane was something you looked forward to. Flying etiquette prevailed. People dressed in their “Sunday best”. Passengers didn’t bite, claw and scratch their way through lines. Seats were spacious and comfortable. You chose a window or aisle seat based on whether or not you wanted to check

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Your Holiday Tipping Guide

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The holiday season is a time when we focus on showing gratitude to those who make our lives easier all year long. Think of holiday tipping as holiday thanking. There are a number of ways to show your thankfulness; but for those who make their living in the service industry, the most appreciated is by

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Check Your Holiday Table Manners

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The holidays have arrived. There is no doubt about it. Signs of Christmas, Hanukkah and Kwanza are everywhere.  In navigating the season, it’s hard to know what to focus on first. Is it planning for the office party, selecting gifts for clients and colleagues, decorating your workplace or sending those holiday cards? Given that the

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Punctuality: Just On Time Is Not Good Enough

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Lately I have begun to wonder if punctuality is my habit. Last week, I found myself racing to get to an appointment. It was then that I realized  this was not uncommon behavior for me.  Instead it’s a regular occurrence. While I am never late–well, almost never,  I tend to get where I am going

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Choosing Your Most Effective Email Closing

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You’ve worked hard crafting your email so that your message is clear, your tone is correct, your format is inviting, and you have eliminated all errors in spelling, punctuation and grammar. Now it’s time to decide on an email closing, and you’re stuck. All else being perfect, the way you sign off requires more than

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Phone Courtesy – Winning Customers Instantly

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Phone courtesy needs to be rule # 1. Often the first contact you and others  in your company have with a client or customer is over the phone. Whoever answers your phone represents the entire organization and its philosophy about customer service.Impress your callers when you practice these phone courtesy tips. Answer the phone promptly.

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