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
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
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
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
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
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.
White after Labor Day Labor Day was early this year, falling on September 2nd. On that day, no one in Savannah, Georgia, where I live, was talking about the usual holiday celebrations like barbeques and picnics. The topic of the day was Hurricane Dorian. The question of the day was “Are
It’s possible that you are not aware of a raging debate online and in print regarding the proper email salutation. The controversy is not quite on the same level as the political debates, thank goodness; but like those hurricanes some of us dread all summer long, it is growing in intensity and covering an ever-widening area.
It’s time to brush up on your barbeque etiquette. Memorial Day is upon us, marking the official start of the summer barbeque season. This is the time of the year when the grill is hauled out, cleaned off, the required cooking utensils inventoried, lawn furniture hosed down, and barbeque sauces and rubs added to the
Medical manners Declining reimbursements, increased overhead, patient overload and the rush to litigation are but a few of the reasons to “sweat the small stuff” in the medical arena. If you don’t think you need to pay attention to the details when it comes to making your patients happy as well