Category Archives: Quickies

Dealing with Angry Customers 

How do you deal with angry customers? First, have a well-defined policy in place that senior management participated in creating and signed off on. Second, make sure that everyone who touches customers understands, embraces and follows consistently. Third, periodic re-training or review can be helpful.

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Networking with Uncommon Courtesy

Networking with ‘Uncommon Courtesy’ is both simple and easy and can clearly differentiate you from everyone else:

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Titles Make Me Crazy!

While skimming some LinkedIn postings recently, I encountered an author who was seriously title happy. After his name was ‘… MBA, BA, BS, NP, MPM.’

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Choose Your Attitude

Regular readers may recall that I often contribute content to several of Carol Roth’s popular e-publications. She’s a nationally known PR and Entrepreneurship expert, speaker and author … and apparently a fan of my work.  She ran my most recent item in her ‘Positive Mindset Tips for Small Business’ blog. 

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Ride up on the Escalator

Take your Elevator Speech to the top floor by converting it into an ‘Escalator Speech’. Assume you’re going down on the escalator as someone passes by you going up on the other one. You only have a few seconds to communicate. So, your Escalator Speech is an even more concise version of your Elevator Speech. Read More »

Networking Defined

A reader recently asked me to define ‘Networking’. So, here is the definition that is the basis of all my networking workshops, speaking engagements and articles: 

 ‘Networking is the exchange of ideas, information and resources.’ Read More »

When  did ‘right’ become the new ‘ummm?’  

Right! During a recent zoom business conference, the experienced and otherwise effective speaker had a conspicuous habit of saying ‘… right’ all the time. It was as if he replaced the annoying ‘ummm’ with the equally annoying ‘right’. Read More »

Giving Your Boss Feedback

A reader recently asked how to give his boss feedback. Short answer – give your boss feedback in the same way and for the same reasons as he or she should be giving you feedback – to reinforce improvements and enhance performance. Read More »

Now, that’s a dumb question!

You know that old adage, ‘There’s no such thing as a dumb question’? Sorry to spoil your fantasy, but that’s wrong. There are plenty of dumb questions. Read More »

My Boss Stinks at Communicating

I get this one a lot, especially in my business writing or presentation skill workshops, where learners comment that their bosses need the class more than they do. Read More »