Dealing with difficult customers and the art of the apology

A couple of weeks ago I had a very disappointing experience with a company that was doing some work around our house. The interaction got me thinking about customer service, apologies and how to handle difficult situations. First, some background. We first worked with this company nearly 6 years ago, and all of our interactions up … More Dealing with difficult customers and the art of the apology

How storytelling can enhance non-fiction and engage readers

Talk to anyone working in communications these days, and they’ll tell you how important storytelling is. Basing your message in a story engages people, helps to share your ideas more clearly and can be more convincing for your audience. I recently read two books that illustrate the power of storytelling. First was Please Don’t Bite … More How storytelling can enhance non-fiction and engage readers

Don’t wait

“How wonderful it is that nobody need wait a single moment before starting to improve the world.” – Anne Frank This was the quote of the week in my Passion Planner. I think a lot of us are waiting. Waiting to improve the world, ourselves, our family life, our finances, our career prospects, our homes. … More Don’t wait