First Word

So I got this spiteful email sent to me from an author whose work we rejected. I read this nasty email in which she decided to lambaste "my world" as she put it. I considered a response for about 30 seconds, and then hit "delete". Why am I bringing this up? Well, I've worked in the public eye for quite sometime. I've written editorials for years, and I received my fair share of ridiculous letters to the editor. I'll never forget the one where I wrote an article against software piracy and got a boat load of responses from techies who defended (yes, defended) their right to steal other people's intellectual property. I was so astounded that we live in a world where people can defend their rights to break the law -- and be mad at me for saying they shouldn't. Anyway, I digress ... this person in a way did the same sort of defense about my right to ask people to respect my time. Under the guise of this is just how to do business (another defenseless...

I don't know if I should say this surprises me or not, but I am constantly shocked when I see business owners treat poorly their own clients. What I've come to realize is that these business owners are either too "green" to know better or just don't get that poor treatment of one leads to a bad reputation with others. As important and referrals are to new business, the converse applies to bad customer service. The old "and he told two friends and so on and so forth" goes -- and in a culture that gets caught up in gossip and negativity, that kind of reputation can easily do harm to your bottom line. So, here are three things you should never say or do to a client. I can't make your deadline because of my vacation . We all need vacations absolutely. Time off is important to re-charge your batteries and prevent burnout. No one will begrudge you time off; however, if you missed a deadline or failed to make appropriate progress on a project, best to kee...

The one thing that shocks me the most are business people whose idea of being responsive to customers, clients and associates is maybe (if they're in the mood) a monosyllable yes or no ... if they respond at all. Did you know that being responsive to the needs of your constituents can actually build a reputation for you? Yes, quick, effective and careful responses via text or email or phone can make or break your reputation. How so you ask? Because here is a simple fact -- people do not take kindly to being ignored. When you ignore or neglect your constituents, you send a simple message whether intended or not: you don't care enough to send your very best ... or you don't care at all . When you're responsive, the opposite message gets sent. You do care. People want to do business with people they feel really care about them. They don't want to feel used or discarded. It is especially imperative you be responsive when dealing with clients, especially if they've a...