Yearly Archives: 2005

One final thought about the recent Dell customer service fiasco, below. Recently I edited what I think will be an important business book. Written by Phil Verghis, a client and friend, the book teaches organizations how to provide top-notch service and support for their customers around the world. I think all of us — customers […]

Customer service is another one of those things that can be vastly improved with better communications. Not just communicating clearly with your customer, but communicating with co-workers to make sure the customer is being well served. As the old saying goes, the customer may not always be right, but s/he’s always the one with the […]

Word of mouth is a powerful way to spread the good word (and the not-so-good ones) about your company– or a company like Dell. The newest and most powerful ways for word of mouth to spread are via blogs. They’re going mainstream fast, as Rick Segal points out below. Millions of eyes and ears are […]

You and your business communicate with more than words, of course. The color(s) in your logo, brochure, business cards and web site all send strong messages about who you are, what you do, and how well you do it. According to Darrell Zahorsky at About.com, in North America, here are the messages certain colors communicate: […]

Is writing difficult for you? The most common pitfall is trying to do two things at once: writing and editing. They’re two separate tasks, and trying to do them simultaneously is a fool’s errand. First, grab a pen (or open a blank document) and just jot down what you’re trying to say. As thoughts come […]

It’s been said many times before, but it’s worth repeating: “Find something you love to do and you’ll never have to work a day in your life.” Harvey MacKay of Swim with the Sharks fame. (No relation, unfortunately.)

Inform. Explain. Persuade. Motivate. Sell. That’s all. But if you run a business, that’s all you need.