Effective service conversations - the basics of writing to customers with Leslie O’Flahavan I loved being interviewed by GrowthDot's Natalia Zhontsa, who asked me 11 provocative...
Blog
The Fine Print: What to Write When You Must Explain a Policy to a Customer
Your customer should’ve read your company’s policy before purchasing your product. They kinda lied when they clicked the “I accept” box without reading a word of the fine print....
Remote Workers Need Better-Than-Average Writing Skills
Whether you and your team are working remotely a couple of days per week or you’re remote all day, every day, you’ve probably found that being remote has made you better at some...
What to Write When You Must Tell a Customer “No”
While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The...
How to Write Email Templates That Build Rapport
If you can serve a bakery-bought birthday cake at the party you’re hosting for your mother, you can use email templates for customer service without destroying your relationship...
This 1973-Vintage Feminist Isn’t Giving Up
This is me in 1973 when the Supreme Court handed down the Roe v. Wade decision. I was 13 years old. I'd been menstruating for less than a year. To me, Roe was just another reason...
Trying, Failing, and Trying Again to Balance Parenthood and Your Career
If everything had gone as I’ve always planned, I’d be writing this article on a quiet workday in my pleasant home office. I’d have gone on a long walk in the woods before...
Set the Tone in Email: How You Say It Is as Important as What You Say
Setting the right tone in email writing is more than just choosing the right wine to go with the meal. Tone in email – how you say what you say – is so important that an...
“I’m tired of stupid comments”: How NOT To Respond to Social Media Followers Who Wear You Out
If you’ve ever had to endure customers’ negative comments about your company or products on social media, you may be giving Larry Hogan, Governor of Maryland, a round of applause...