Category Archives: Bits & Pieces

Whatever your profession, you also need to be a professional communicator. ETC is pleased to share these essential Bits & Pieces to help you polish those skills.

Dealing with Angry Customers

Of utmost importance is having a well-defined policy in place that senior management participated in creating and signed off on and that everyone who touches customers understands, embraces and follows consistently. Periodic re-training or review can be helpful. Components of that policy should include: Read More »

Why I Love ‘Or’ Networking Relationships

I willingly admit that many of my networking strategies and best practices dance to a different drummer. That’s why I love ‘or’ networking relationships. They’re opposite from and much better than ‘and’ relationships. Read More »

Why I Hate ‘No Problem’

Why do so many people respond to ‘Thank you.’ with ‘No Problem.’ today? I doubt that many of them felt that the act I just thanked them for was, in fact, a problem. Maybe it would usually be a problem, but not this time. Or maybe a problem with other people, but not me. Read More »

Phil’s Faves for March

Three more ‘Phil’s Faves’ – simple concepts you’d hear often in one of my training or coaching sessions.

  1. Do what you love and love what you do. All the rest is just details.
  1. Plan your work, then work your plan.
  1. Project uncommon courtesy with every outgoing phone call by saying these five magic words within the first 10 seconds – ‘Is this a good time?’

 

 

Why I Hate Automated Voice Messaging

When calling a business or colleague, how often do you hear ‘Your call is being forwarded to an automated voice messaging system … 475 338-0298 is not available … I really hate that – it’s cheap, lazy, impersonal and not caller-friendly.

How much better to have taken a few minutes to record a short, customized message, like  ‘Hi, this is Ben Dover with Glitztronics. Please leave a message and I’ll get back to you by the end of the day.’

I wouldn’t hate that at all … would you?

Why I love Caller ID

I love Caller ID – I really do. It saves me so much time and grief. When a call comes into the office, I can easily tell if it’s from someone I know or if I recognize the number. If not, I let the call roll into my voice mail and check it immediately.

It allows me to avoid answering calls from ‘out of area’, ‘unknown caller’, ‘invalid #’ or ‘wireless call’. So, if that was you, don’t be surprised that I didn’t pick up, especially if you didn’t leave a message.

Phil’s Faves for February

Looks like site visitors are enjoying this ongoing list of simple main concepts they might hear often in one of my training or coaching engagements. So, here are three more you can add to your growing ‘Phil’s Faves’ list:

  • ‘Perception is Reality’ with audiences. All they know is what they see and hear. If you look and sound like you’re comfortable and competent with your presentation, you are.
  • ‘The only thing worse than a bad email is a great email that should have been a phone call or text.’
  • Your customers are not always right, but they are always your Customers. So, take good care of them by meeting their reasonable expectations and make a profit doing it.

Improving Office Productivity

In response to a reporter’s recent question about how to improve small business office productivity, I offered these five strategies to consider: Read More »

Phil’s Faves for January

Let’s also kick 2019 off by periodically reviewing ‘Phil’s Faves’ – some of the best practices I regularly share in my workshops: If you were in the room where it happened, you might have heard me say:

  • Everything you write or say at work you should write on purpose and for a purpose.
  • Err on the side of over-communicating important messages to increase your probability of success.
  • The only thing worse than a bad workplace meeting is a great meeting that didn’t need to be a meeting. It should have been an email, memo, phone call or face-to-face conversation.

 

Why I Hate ‘Unique’

Regular readers know how much I love to rant about ineffective word choices, so please humor me about ‘very unique’. ‘Unique’ can’t be modified. Ever. Period. Therefore ‘very unique’ is wrong, so is ‘somewhat unique’ and ‘really unique’. Read More »