Don't Hold Your Breath!

If a person hasn't changed in twenty or more years, he or she isn't likely to now. (The exception, of course, is you!) Don't waste time torturing your parents or other family members about why you're angry,...

Give the Dog a Good Name

Making Bad Situations Better

Most people would not have enjoyed this: Yesterday, as I drove down a major, high-speed-limit highway, a tire flew clean off my car. I had to wait more than two hours for significant help--largely because my...

How to Create a Friendlier Company

Recently, I saluted companies who've demonstrated excellent customer service over time. Today, I talk about their more difficult counterparts. (Not by name, because, after all, there are so many.) Whether...

Getting That Foot Back Out of Your Mouth

Not long ago, I found myself in the company of an intelligent woman I like but don't know well. I used a word she was unfamiliar with and asked me to define. "Let us pause and reflect upon this moment!" I...

"But I've Upset You"

Not long ago, I called various companies in a city known for high-stress lifestyles. In two cases, I got yelled at. Now. You're probably wondering what I said to elicit this response. You tell me! My first...

Thank Those Who Perform Kindnesses

A professional etiquette consultant once told me that if someone spends more than fifteen minutes doing something for you, that person deserves a written thank-you. How true! Even if the person's efforts took...

How to Reach Potential Customers

If you want my business: Don't keep telling me how important my call is, or that recording it will assure quality. Hasn't happened yet. I don't want a commitment (at least where Internet sales are...

"We're There for our Customers"

"We're There for our Customers." So spoke Meg, one of many delightful representatives I've had the pleasure of talking with by phone over several years. Meg spent 30 minutes (apparently during one heck of a...

Fire Your Friends? Maybe There's a Better Way.

(Free Range Stock) A while ago, the women's magazines were urging us to "fire" our "toxic" friends. I say, "Whoa! Not so fast. Aren't most friendships worth saving?" Having been the fired--and...