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 questions and...
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. Now, they’re...
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 tasks than you were...
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 better way doesn’t mean...
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 with your customers....
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 to believe grownups...
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 starting work sharply at 7...
A gracious response may help to win over an unhappy customer and demonstrate that you’re listening and you care. Sometimes social media feels like the mean kids’ table in the lunchroom at middle...
When I started my business 24 years ago, I believed I should have a “versus” attitude toward my competitors. It was their offering versus mine, right? One company had to win, didn’t it? Like many...
Free online courses for job-seekers Microsoft and LinkedIn have announced a joint effort to accelerate economic recovery and make sure it's inclusive. To help people get the skills they need to land...
This is a guest post by my friend and colleague, Jeff Janes. Here's how Jeff describes himself: "I travel the world to find things to photograph and write about." Jeff is currently based in the...
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but...
