You’ve probably heard the saying, “Life is a series of roles.” What does that mean exactly? It means we act and speak in different ways when we face different situations. We speak one way to our family and another way to our friends and still another way to our coworkers. We speak in yet another […]

Do you remember the old adage, “Actions speak louder than words”? That saying rings true, because it is. What we do tells our customers and our prospective customers a lot more about our company and values than anything we can ever say. In a great online article at Inc., Why the Best Companies Always Have […]

When you take the “friendly” out of Business Friendly, the only thing you have left is business – business as usual. And we all know that’s just not good enough. You may be asking yourself, “What exactly is Business Friendly customer service?” We define it as the middle ground between being too cold, impersonal and uncaring, and […]

Open-ended and Closed-ended Questions “The key to wisdom is knowing all the right questions.” —John A. Simone, Sr., Writer We each ask dozens of questions every day, but how many of us have given any thought to questions as a topic? They’re important communication tools, so we decided to study them. Did you know that […]

Writing is part of almost everyone’s work day. It’s a task that is harder for some and easier for others, but everyone can improve their business writing skills. Proficient writing takes practice and as with any skill “practice makes perfect.”  The best communications stand out because they are clear, concise and effective. “You can have […]

“The customer is always right” is an instructive saying that directs those dealing with the public to make customer satisfaction one of their highest priorities. This can be difficult when a customer has an issue with your organization and truly believes they are in the right. They may be making demands that are impossible for you […]