Archive for the ‘Customer Experience’ Category

Price of Friendship

September 26, 2014

Over the years, I have been approached by family and friends to loan money.  Being generous in nature, I usually have made the loan.  Typically there was a signed legal document. In rare circumstances, I relied solely on the personal integrity of the borrower.  To date, not a single one of those people has ever repaid the loan made.  

Most recently, and the prompt of this post, is the story of J’Amy Owens.  If you Google her name, you will find countless hits noting her as a “retail guru”, a “Diva of Retail” and currently a “Meat Activist” and the CEO of a publicly traded company, Bill the Butcher.  She once graced the cover of Inc. Magazine under the headline “Sales Guru to the Stars”.  Even such illustrious credentials does not preclude one from being a deadbeat.

With the same Google search you will also find numerous mentions of her name in association with lawsuits between business partners, former business partners and former spouses.  There is even a lengthy report on RipoffReport from a retail consulting customer who describes being “ripped off” by J’Amy Owens.

The fact that past and ongoing relationships with J’Amy Owens seem to result in some sort of legal action being taken against her should have been a warning to me.  However, my relationship and loan to J’Amy predates her string of legal troubles.  In fact, it was at the start of these many legal battles that she called me pleading for a loan to pay her attorneys.  I viewed her as both a friend and someone who has always managed to earn a good living and therefore likely to be able to repay the debt.  So I foolishly wrote 2 checks, each in the amount of $25,000 to her law firm for her benefit.

To be fair, she did repay a total of $10,000 of the $50,000 loaned.  She has never failed to acknowledge the debt, in fact, I have dozens of effusive emails with expressions of gratitude and indebtedness such as these:

Everyone got paid (783k!) before you, my gracious highness of patience.

I want you to make money on this loan, and not feel bad, so please do NOT think I am going to do anyrhing but pay you WHATEVER YOU WANT.”

“I am seriously past due with you on all accounts and would like to meet over a bottle of something wonderful (my treat) and give you an update.

Your investment (loan of grace and mercy) is ridiculously embarrassingly- in- the- rears at this point but you should know that even though it is diliquent, it is NOT something needing writng off…….as I am occassionally pitiful but NOT a diliquent.”

Yes, she lives in a lovely apartment according to this Jolkona article.  Yes, she is proudly the CEO of a publicly traded company, Bill the Butcher, as you can see in this YouTube video– yet despite these emails and many more in the same vein, she still owes me $40,000 plus reasonable interest totally about $66,000.  When I actively began contacting her to set up a repayment plan, her silence has been deafening.  Emails ignored.  Facebook messages ignored.  LinkedIn message ignored.  Phone calls to her cell phone ignored.  Snail mail letter ignored.  Letter hand delivered via a process server from my attorney also ignored.

OLYMPUS DIGITAL CAMERAMy reason for sharing this is to serve as a warning to others – NEVER loan money to family or friends.  You are not doing them a favor, no matter how much it seems true in the immediate.  No matter how grateful they seem at the time, repaying a debt is never a high priority and from my experience – it doesn’t happen.  Even if you have a signed, legal agreement; do you want to be in the position of suing a loved one?  Even a good job and a so called ethical reputation are no guarantee of repayment.  If you feel moved to “loan” money to those you love and value, consider it a gift.  Make it clear up front that it is a gift and never mention it again.  That’s the only hope of preserving a relationship.

As for me, I’ve learned all too well the high price of friendship. 

Holiday Hires

November 20, 2013

My first job was in retail at TG&Y, a “five and dime” in my Midwestern home town. I still recall how nervous I felt inside when I helped my first customer.  I was not quite 16 years old so being nervous was natural.  But I was a teenager so would I admit I was nervous? Of course not!

Do you have a retail store?  Do you hire additional staff for the holidays?  How old are these new hires?  What sort of previous retail experience do they have? Most malls and mass merchants hire lots of young people for the holiday season and for many, this is their first job.

Retailers and the media refer to “Black Friday”, traditionally the Friday after Thanksgiving when the holiday shopping season officially starts.  I was stunned to find most front line retail workers don’t understand the significance of this phrase.

They thought it referred to the extended hours, going to work and getting off when it’s DARK.  Others thought it was just slang for how they all felt about this busy, crazy, exhausting day.  Only a couple of the most seasoned knew it actually refers to the day of the year when retail businesses typically move “into the black” – you know, profitability.

Be sure your team understands the significance of this hectic retail day and do your best to help them embrace and celebrate the madness.

Don’t assume they KNOW to wear comfortable shoes or even bring a second pair to give their feet a break.

Suggest your new hires bring extra beverages and even a sack lunch since breaks will be shorter and fewer.  Maybe even stock some granola bars and beverages in the back room for your staff.

If this is their first holiday season, it’s up to YOU to be sure they are prepared.

The customer service we deliver is directly related to how we feel. When we are tired, hungry and aching, our tone and attitude reflect it.   Have a frank conversation with your team about the demands of the first holiday weekend.  Give descriptive examples of a typical “Black Friday” and then share the comfort tips to help them be able to capitalize on this retail gift.


Innovation in Business

October 2, 2013

I believe most innovations in business come about as a means of solving a recurring problem.  A perfect example, adopting the practice of covering shoes of workers or delivery crews with paper disposable booties to eliminate complaints about tracking dirt into customers’ homes.

?????????????Being innovative in business usually starts with a question such as, “How can we eliminate this complaint?” or “How can we increase our profits without increasing our prices?”  Sometimes it’s simply “How do we attract or retain more customers?”  Each quarter, pick ONE question and ask it repeatedly.

Ask it of your team.  Ask it of your vendors.  Ask it of friends in non-related businesses phrased as “How do you do XYZ?”  Keyboard Question MarkEven ask it of the internet.  Type the question into your favorite search engine and see what you get for results.  You may find an article in an industry or general business publication with useful tips and suggestions.

Ask the question repeatedly.  Ask it at your next team meeting, tell them you will ask it again at your next meeting so they can give it some thought, then be sure you do!  Put it on the top of the agenda if you circulate one before meetings.  Collect all the ideas from all these different sources and see what may work for your business.

If the answer to increasing profits without raising prices is to cut costs, assign each person the task of cutting or saving someStarbucks-gift-card-detail cost in their area.  That may result in more competitive shopping for office supplies or business insurance.  It may include eliminating rarely used services of products.  Reward great ideas with gift cards, even $5 cards at your neighborhood coffee shop to encourage even more innovative ideas.

Innovation is not a switch you turn on by simply saying “We need to be more innovative.”  Rather it is a process.  Pick one area at a time and focus attention on it until you have found an idea to solve a problem.  Monitor results during and after implementation to insure you are getting the expected results and adjust as needed.   Often even the best ideas need tweaking which is why it’s best to tackle only ONE issue at a time.

Cloud QuestionMake a list of the issues you need to address in your business.  Prioritize them and then start asking questions!  An innovative solution is out there just waiting to be discovered!


Credit Cards Accepted Here

September 25, 2013

Recently I’ve seen several situations where not being able to accept credit cards for purchases has cost small business people money.  One was an author and speaker, the other an artist at a crafts fair.  Seriously, in this day and age, people still haven’t figured out how to take credit cards?!?  How many sales are you missing?  Could immediate payment improve your cash flow?  About 18 months ago, I posted a blog on this very topic complete with the easy – FREE solution.  Perhaps it is time for a repost!

Accepting credit cards for payment has lots of benefits for a small business.  Many consumers, like me, prefer to use credit cards for everything.  Impulse purchases are greater when a business accepts credit cards.    Immediate funds, no waiting for a check to be mailed or to clear.  No bounced checks – you know immediately if a charge is declined.

You know all that, so why are you not yet accepting credit cards for your small business?  Are the costs associated with traditional credit card terminals holding you back?  The hassle of carrying a “terminal”?  What if I told you the “terminal” is already in your pocket, briefcase or handbag?

With the Square, your smart phone becomes a credit card terminal.  Best part – the plug in to swipe the credit cards is FREE, the app for your iPhone, iPad or Android phone is FREE and there is NO monthly fee or “per transaction” fee – just a competitive 2.75% per card swipe.

Funds are deposited into your account the next day and it’s so easy to get started.  Go on-line and create your account and they will send you the card reader in the mail – did I mention it’s FREE?  If you can’t wait, go to Target or another retailer and buy the card reader for about $10.  Inside the package you will find a code to redeem for $10 when you set up your account – essentially refunding the amount you paid for the reader.

The app is very easy to use.  Enter an amount and description of goods or services purchased.  Swipe the card.  Hand your phone to the customer for an on screen signature and wait for the approval.  At the end of the transaction, you have the option of texting or emailing the receipt to your customer.  It’s fast, easy and very inexpensive – what’s not to love?

Yes, you can set it up to accept tips, calculate and add sales tax, track payments taken by more than one device and many other handy business features.  All for FREE!

I’m a professional speaker and I sell books and cds at the back of the room after a speech using my Square.

Whether you are a hair stylist, massage therapist, chauffeur, private chef, speaker, musician selling cds or performing for a party, a birthday clown, dog walker, house-sitter, window washer, house cleaner, gardener, handyman or any other service provider – you need this tool!

What would it do for your cash flow if when you sent a plumber, appliance repair person or delivery to a home  to not only leave the invoice as is typically done, but accept the credit card payment there on the spot?  No mailing an invoice and waiting for payment.

If you are in the hobby to business stage with your art or crafts, you can use Square to accept credit cards at local arts and crafts shows.

Clearing out your junk using CraigsList or even a garage sale?  You can accept credit cards using your Square!

You can also use it to let people make donations to your non-profit or to pay for event attendance to business or civic group meetings.  The possibilities are endless!

You may not think you need to accept credit cards.  You may think how you are doing business now is just fine but I can assure you that you are missing business if you do not accept credit cards.  Customers who don’t do business with you don’t typically tell you why but I know that  it’s a deciding factor for me.

Accepting credit cards is just one more way to look like you are serious about your business.  It also removes an obstacle to doing business with you for consumers.  When it’s free to get started and this inexpensive – why wouldn’t you try it?

Mobile Productivity

September 18, 2013

About 18 months ago I took the final steps that would allow me to continue to work (speaking and blogging) while living a very mobile lifestyle.  Technology makes this reality not only possible, but remarkably easy.

Even if you have no desire to work from locations with a view like this,


chances are you could make work easier and more productive.  Are you reading this from your laptop?  Your tablet?  Your smartphone?  These devices have so many features and benefits few of us ever use.  We get a new device, set it up to do the basics and most of us stop there.  Sure, its overwhelming at first, but now that you have mastered the essentials, now its time to delve deeper.

Pick a day – maybe Sunday – and spend 1 hour exploring your device.  Click open some of those settings and explore the many options.  Don’t overwhelm yourself, just pick one new feature and try it for a week and see if it makes life easier.

Microphone_1See that Microphone symbol?  Have you tried it?  I write many of my blogs on my phone and I often use this “talk to type” feature.  On my Android device it works surprisingly well.  All thumbs typing on your tiny keypad?  Could this feature improve your productivity?
Are you using a cloud service?  I use as my on line back up service.  Not only do I have the peace of mind of knowing everything is backed up – even my phone – but I can access any file stored anywhere from any of my devices by using the app.  How often do I need that?  More often than you may think.  If you’ve ever said “I’ll get that to you when I get back to my office”, this is for you!  No more reminder notes or worse,  forgetting!  That’s both productive and customer responsive.

SkyrocketTechnology is continuously evolving.  To do business in the ever-changing world, we need to continue to evolve as well.  Grab those tools you’ve invested dollars in and invest a bit of time to be sure you are getting your money’s worth!

Unintended Consequences

September 11, 2013

The plastic bag ban went into effect in Seattle a little over a year ago.  I’ve read a number of articles on the unintended consequences of the ban. They include people “borrowing” the plastic small baskets from stores to take their items home and then “forgetting” to return them; people using their reusable bags to shoplift; an increase in small item shoplifting (easier to stuff in a pocket than hassle with a bag); and of course, the spread of E. coli in germy reusable bags.

This is my own personal account of how – and WHY – the bag ban has changed my shopping habits and it is NOT good for retailers.

Plastic bagFirst, I HATE plastic bags.  No, not for “environmental reasons” The lack of body has meant that the bag doesn’t stand up, all my purchases fall out,  roll around in the trunk or under the seat in my car.   I always asked for paper bags when grocery shopping and use them to hold my recycling paper, bottles and cans at home.  The built in recycling bin in my kitchen cabinets exactly holds a grocery store paper bag.  So I’m not lamenting the loss of flimsy, annoying plastic bags.  The mandatory 5 cent charge for paper bags doesn’t bother me either.

So why have I, a former retailer and dedicated shopper, moved to nearly 90% on line shopping as a result of the plastic bag ban?

RememberBags368x552It’s the way I’m treated because I refuse to become a slave to reusable bags.  The question used to be “Plastic or paper?”  It indicated I, the consumer, had a choice and the retailer we there to serve me by giving me whichever I preferred.  Now I’m frowned upon, “You didn’t bring your bags with you today?”  I feel like the kid who forgot her homework!  The scorn of “You don’t have your own bags?” is so great that I’m going out of my way to shop in cities who have not yet adopted these pointless bans.

Yes, I’m out and about, I think “Oh, I need XYZ at home.  I’ll stop while I’m out.”  Then I think, well I better stop while I’m near my dry cleaners, hair salon – places NOT in my own neighborhood – because they won’t hassle me about needing a bag.  If my usual route that day doesn’t take me by a “no bag drama” municipality and I don’t have to have whatever it is TODAY, I’ll pop on the Amazon app on my phone and order whatever I need JUST TO AVOID THE BAG ISSUE!

I thought I was alone.  I confided this to a couple of friends at a party recently and learned, I’m not the only one!  Person after person, no, let me rephrase that – retail customer after retail customer said they were doing more shopping on line because the whole bag thing was just “too much hassle”.  One of my friends said they recently were at a drug store with 18 items and the cashier said “Didn’t you bring a bag?”  My friend said no and felt he needed to explain, he had only stopped in for one thing and then saw the other items and thought, why not, I’m here,  The clerk then said “So do you think you need a bag or not?”  Seriously – 18 items?!?  Does anyone with a brain think he’s going to carry all that in his arms and then what, dump it in the front seat of his car, find it all later after it’s rolled around during the drive home and then gather it all up in his arms again, juggle the keys to open the front door? Impulse purchases are the lifeblood of any retail store.  Unique displays are created to encourage such buying.  Having a cart full of purchases for every customer is a retailers dream!  Bags were intended to eliminate the hassles and encourage shopping!

Store closingSo to all the City Councils who have voted for these bans for whatever reasons, did you accomplish your goals?  What about the bigger – long term goals for your cities?  Do you have a thriving retail community providing jobs and oh yes, tax revenue for your community?  UPS HomeHave you helped the environment when now, instead of a simple bag I’m using a box and packing materials because I ordered on line instead?  How’s my “footprint” with that a big delivery truck  coming to my house daily – sometimes several times a day – just so I can avoid the negative customer experience at the checkout stand?

Retailers – what can YOU do to woo me back?  I realize the City has mandated you charge me 5 cents for a paper bag.  I don’t care.  It’s not about the 5 cents!!!!  It’s about the way you ask me about the bag!  Go back to the same TONE you used when the question was “Paper or plastic?”  Instead it’s “Paper or your own?”  Say it with a smile, not a head shake.   It’s been over a year now, we are used to the 5 cent charge.  Ignore it and go back to making me feel “served” rather than scorned and I’ll gladly bring all my business to you.  In the meantime, I have to go grab those Amazon boxes just dropped off at my front door.

Social Media Marketing

August 14, 2013

Everyone says “Use social media for marketing.”  Most business people ask “How?”.  Here’s a great “case study” to help you see both the power of social media marketing AND how to tap into it.

My friend, Anthony is known as “Sunshine” at the 6th & Union Starbucks in downtown Seattle where he is a regular.   He was delighted to stop in one morning in June and see he was the “customer of the week”.  He took a picture of the chalkboard and posted it on Facebook.

Sunshine Starbucks 2

Most recently, he posted a photo and a thank you shout out to Sarah at the same Starbucks for the custom drink carrier she had made for him.  Of course that was proudly shown around his office – the largest hotel in downtown Seattle!   No one at the Starbucks knew that though.  Nor did they know it would make the rounds on Facebook and be featured in my business blog.

Custom Drink Carrier

Did I mention that “Sunshine” has over 600 Facebook friends?  When you start doing the math exponentially of all the friends friends, well, you don’t have to be a rocket scientist to know that some mega word-of-mouth advertising.

So how do YOU tap into this sort of social media promotion for your business?  First, you have to WOW the customer.   Making a personalized drink carrier certainly qualifies.  But so does giving recognition to regular customers in the form of the “Customer of the Week” chalkboard.  Such a tool encourages team members to get to know customers well enough to feature them.  Any time you can make a customer feel “special” they will tell their friends.  In today’s world, that usually includes social media.

I don’t expect that all my readers will be able to cut and paste this case study instantly into their businesses.  My goal in sharing it though is to get you thinking about ways you can WOW your customers and encourage natural social media sharing.  

New HaircutCan you take pictures of customers in their new cars,  post them on your dealership’s Facebook business page and send them the link to share?  What about in front of the new home you just sold them?  The garden you just planted at their home?  The new haircut you just gave them?

Are you getting some ideas?  Great!  Now get busy creating some buzz!

To Tell or Not to Tell

August 7, 2013

That is the question we are sometimes forced to answer.  It is not usually easy to speak up when you see something that is not right, but to remain silent is to condone bad behavior.  Accessory after the fact if you will.

On Friday I stopped in at a casino to kill some time while my husband shutterstock_45972664was playing golf with a friend at a nearby course.  It was late afternoon and a delivery driver for a major company came to play at the same blackjack table.  How did I know he was a delivery driver for this company? Simple, he was IN UNIFORM.  I checked my watch, perhaps he had just gotten off work.  No, he had his big mobile communication and delivery tablet with him on his belt.  I was pretty sure they left those at work when they turned in the truck at the end of their shift.  To blackjackremove all doubt, he got up from the table and checked it once.  He sat back down and said “I just got a call for a pick up.  I’m still on the clock.”  Yes, he was gambling in uniform while admittedly “on the clock”.

The entrepreneur in me just groaned.  A friend of mine just retired from an executive position with this same company.  I asked myself, “Would I want to know if this were one of my employees?”  When I answered “Yes” I began to discreetly gather more information about this wayward employee.  Armed with a description, date and time of incident, office he works out of and territory he covers, I was confident a manager would be able to determine who the person was even without a name.  And yes, I felt compelled to pass the information along to management even though it’s not my company, my coworker or my employee.

What would you have done?  I would hope you would have done the same.  Employees who abuse the trust of an employer in this manner don’t deserve a good paying job with benefits.  There are plenty of Americans out of work who would gladly deliver an honest day’s work for an honest day’s pay.   This is stealing as surely as if he were taking merchandise home with him rather than delivering it to the intended recipient.

Several friends work in hospitality.  They “mystery shop” – both positive and negative feedback to upper management when they visit sister properties.  Anyone who takes pride in their company should do the same.  It’s not tattling – it’s being a responsible adult and holding everyone to the high standards expected of all of us.

No, I don’t think you should run to your boss every time a team member takes a person phone call, is 10 minutes late to work or other minor issues.  Use good judgement. osha-employees-must-handsHowever, if there are items customers would (and do) notice or serious policy violations, you should say something.  When tables go uncleaned in a restaurant for over an hour, a food service worker doesn’t wash their hands after using the bathroom or someone pockets cash from the till – take a manager aside and have the courage to speak up.

If you get in trouble for your integrity – you work for the wrong company or at least the wrong manager!  Report the incident – and the reaction to being informed about the situation to top management or ownership on your way out the door!

When we are hired, an employer has placed the reputation of their business in our hands.  I for one, do not take that trust – or responsibility lightly.  I hope you won’t either.

Delivering Smiles

July 31, 2013

Consider this my open love letter to

How did I ever live without you?  With a simple internet connection, you put the world at my fingertips.  My favorite brand of suntan lotion that I used the last of in Aruba was on my doorstep when we arrived home.  I don’t know a traditional retailer that carries it – or my pen/stylus “finger” I’m so attached to.  A couple of personal care items I used to drive all over town to find arrived yesterday.  Ditto for a cute pair of Kate Spade shoes (they own Zappos).

Anything I need, any time of the day or night, I can find and order there.  No more wasting time driving all over town.  Saving money on gas too.   With the mobile app I can order items on my shopping list while getting a pedicure.  Yes, I have done that!  As a Prime member, we get free 2 day shipping – what’s not to love?  Hassle-free returns too (in case the shoes don’t work with my outfit).

white-collar-posterAlso as a Prime Member, we can stream more free videos than we could ever possibly watch.  We got hooked on Downton Abbey and Sherlock for free using this service.  We weren’t even home.   We hooked the laptop to the TV and watched them while in Utah. We downloaded a season of White Collar to our new “anniversary tablet” and had our own in flight entertainment on the way home from Aruba.   This portability fits our lifestyle.

John uses the reviews to help him make purchasing decisions.  He goes immediately to the negative reviews to learn what others found lacking in a product to insure what he buys will meet his needs.

The option to create a “wish list” makes it easier to shop for those who have everything. Instant delivery of gift cards let’s us send timely gifts to family and friends.

As a former retailer, some may find my love of on line shopping to be sacrilegious. I still love to shop, but I look to retailers to introduce me to new things, to spark my creativity and imagination. I’ll buy the first 2 pairs of beach towel clips from the brick and mortar store where I first saw them but I’ll buy 2 more sets on Amazon where I can find the full line of patterns and colors.

Thank you for saving me time, gas and money.  For continuing to expand, adding more jobs to our market and for delivering smiles to our door, one box at a time!

The Keyboard is Mightier Than the Sword!

July 17, 2013

Dr.JulieToday’s guest post is by author and speaker, Dr. Julie Miller.  Learn more about Dr. Miller at the end of the post.

How many emails leave your employees’ mailboxes on a daily basis? The average per day stands at 71.51 (Source: Do the math. Multiply that number by the number of people you employ. The total should give you pause, as each email has the potential to build or to implode your business.

Now, no one is asking you to inspect each and every message leaving your employees’ inbox. Naturally, you expect everyone in your employ to use common sense and courtesy when communicating with the public, whether they are customers or colleagues. Or do they? Consider these real life stories.

Damaged: A Fortune 1000 company fatally damaged its relationship with a significant Japanese firm based on an email from the accounting department. In response to a query, the company’s account representative answered with a two-word lower case message. The result? The Asian company went elsewhere for its purchases. How many emails leave without your review?
Resolution: Do a communication audit. Just think—what if you really ticked off a client and he or she forwarded back to you all your sent emails? Take a random sampling of employees’ emails and see what it reveals. From there, begin a dialogue, offer training and develop some parameters around acceptable messaging.

Fired: “I am a very busy person. I’m just too slammed to follow any writing rules,” said the Human Resource director of an international consulting firm. She continued, “I just let it rip – no punctuation, spelling or capitalization – those rules are for amateurs.” The result? Fired. Why? Disrespect for her colleagues and a truculent attitude. Obviously, she does not play well with others. Can you just imagine how she treated the firm’s clients? How many emails leave without your review?

eMailResolution: Craft an email style guide as email now extends your company’s brand. First, facilitate a discussion among your teams about how they will treat clients and peers through the written word. Topics might include greetings and closings, signature block content, time allowed before returning email messages. Then, determine what the standards you can all agree to regarding writing style and tone. This guide will reflect your expectations around the care and treatment of all.

Sued: An employee sued her employer, a large national bank. Her suit was for sexual harassment, racism and damaged reputation. The back-story: An employee emailed her instead of a male colleague and invited her to attend a strip club with all the trimmings—graphically described in the email. The result? She was awarded one million dollars. How many emails leave without your review?

Resolution: Decide what will never be put in an email. Everyone in your organization must follow this to the letter. Some companies have been burned. A mid-West construction company of the very wealthy prohibits any customer problem from being sent via the airwaves. The rule? Walk down the hall. Pick up the phone. Do not put it in writing.

These stories should drive home the point that managing your risk is paramount. With email now the single most important communication vehicle today, you must mitigate the damage of destructive messages that destroy careers, opportunities and reputations.

Call centerA call center decided to do just that. They chose ten employees to monitor. Because their software program could actually see what they were doing and writing between calls—eight of the ten were fired. Why? For writing inappropriate emails, downloading porn and participating in online gambling. This occurred even though they had received warnings, possessed a HR notebook with the policies, and attended training.

An old saying goes like this: inspect what is expected. Do you know what your employees are writing? Do you know how much money you are losing each year by ineffective, inappropriate or illegal messages?

Follow these four steps for cleaning up your communication:

  1. Assess the current state of affairs in regards to writing.
  2. Audit selective missives to determine tone, style, content.
  3. Develop an action plan for improving the above through training and coaching.
  4. Publish a style guide along with an email protocol.

Writing remains the costliest of all workplace activities. What is it worth to you to get right?

About the Author

Dr. Julie Miller, founder of Business Writing That Counts!, is a national consultant and trainer who helps professionals reduce their writing time and produce powerful documents. She and her team of certified trainers work with executives who want to hone their writing skills and professionals who want to advance their careers.  Learn more about Dr. Julie Miller.

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