Archive for the ‘Business Etiquette’ Category

The office kitchen chronicles

Tuesday, January 31st, 2012

I know we’re not the only office who deals with diverse, shall we say, cleanliness habits.  We’re an equal opportunity employer, after all.  We’ve got neat freaks, chore-challenged and just about everything in between.

We are all swamped, and we’re all professionals.  We admittedly struggle with the concept of cleaning at work.  Should everyone take a week of duty? Are executives exempt? Is cleaning up after our own clients and visitors expected, or should the receptionist or assistants do it?

We’re delighted that our commercial cleaning service, Liberty Building Maintenance, not only cleans offices and restrooms, but kitchens, too! We all clap and smile the minute they arrive, knowing that our sometimes-cluttered-sometimes-clean kitchen will, at least today, be spic-and span.   Liberty’s building maintenance services and construction clean up have been grade-A since no one is quite sure how to perform anything but light maintenance duties around here. We’re mostly creative types, not engineers.

We’re growing and we need your help. How does your staff handle office kitchen duty?   In the meantime, I’ll keep leaving notes like this. It doesn’t change behavior, but it sure makes me feel better!

 

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The world’s most overused phrases

Thursday, July 28th, 2011


After a particularly rough medical year for my extended family, we have been inundated with well-wishing cards, calls and social media posts.  While I have no doubt that each one is sincere in heart and purpose, there are two words repeated over and over that have come to make me shudder rather than savor the sympathy.

“You are in our thoughts and prayers.”

Perhaps I’m jaded because of the many health tragedies my family and I have experienced over the years.  But to me, these words seem so hollow, so overused by even the unfaithful, that they make me laugh.  Literally. (Which is #2 on my list).

I heard my husband, who hasn’t stepped foot in church other than for a baptism or burial in the 25 years I’ve known him, say this to someone recently. In fairness, he is a devoted friend, the kind that would drop everything to help even a mere acquaintance.  So while I know he was being sincere, and certainly is concerned, I’m sure lightning would strike twice before he prayed for anyone.

Another one that gets me is “We’re thrilled to…”

This one appears in press releases daily, as in “We’re thrilled to have John join our management team.”  By definition, thrilled is to “cause (someone) to have a sudden feeling of excitement and pleasure; to cause to quiver, tremble, or vibrate. I’m quite sure that no executive I know has done the jig or had seizure-like symptoms due to a new hire.

Some of my other “favorite” now empty, meaningless words that are overused daily, particularly by business people, are:

3. “Think outside the box.”
4. The word “amazing” to describe anything that isn’t truly amazing (to overwhelm with surprise or sudden wonder; astonish greatly).
5. “These difficult economic times.”

Many people (myself  included) write or say these phrases all the time by mere habit.  If everbody stopped using them, it’s not like the world would be a better place in any measurable way.  Yet hearing them simply makes my skin crawl. It’s time to retire them.  What words would you like to nominate for the list?

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Take another look before you post

Tuesday, July 12th, 2011

We all do it. We rely on it in our everyday lives. We put our faith, and more importantly our business, in the hands of spell check. And what’s worse is that we all know how dangerous that can be. More than one large company, and countless smaller ones, have suffered. So be sure to run any promotional materials or posts – just about anything that represents your business – by more than one pair of eyes. Go for four or five to be sure.

There’s not much worse than making a spelling mistake in pubic.

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How to blow a job interview

Thursday, May 19th, 2011


We recently posted online for a new position for hire, and were pleased (and shocked) to receive more than 200 applications.

What’s even more shocking were the mistakes the applicants made in the job search process.  Since the class of 2011 is about to embark on a major job hunt, we thought we’d add our just-learned tips from an employer’s view on how to massively blow a job interview.

1. Don’t follow directions: If the ad states, “Send a resume and cover letter,” be sure you omit one of the two.  Of course the firm is being overzealous, and a cover letter is a waste of time, any way.  Be sure to add three or four letters of recommendation into the mix, too.  Too much information that they didn’t ask for can’t be a bad thing, can it?

2. Make spelling mistakes: This is especially important when writing out the firm’s name.  Turn this whole interview thing around and try to catch them on their toes.  See if they can find 10 grammar and spelling mistakes, because, as the ad said, “Grammar and spelling are important.”  Throw in a few e’s before i’s, and mix up your to’s and too’s, and you’ll really find out how important it is to them.

3. Don’t Return Calls for Interviews: First, make sure your voice mail plays Eminem or Snoop Dogg while they wait.  Don’t use your name or phone number in your message, either.  You want to keep ‘em guessing.  If you really want to get them, don’t return a call for an interview, even if you can’t make it or already got another job.  You don’t owe them anything, why bother?

4. Be Late for the Interview: Being fashionably late is the new black, right?  Nobody ever arrives exactly when expected — why should you?  Don’t bother leaving early just in case you hit traffic or weather problems.  If they want to hire you, they’ll wait for you.

5. Try to be as Overqualified as Possible: Sure, the ad says “part-time,” and the pay is set, but deep down inside, you’re sure because you have so much experience that they want you to transition to full time, at twice the rate the current employees earn.  Darn it, you’re worth it!  Be sure they know all about your law school degree and dual MBA’s while you’re at it.  They probably just aren’t aware that they need someone of your caliber, or they would have advertised it.

6. Show Desperation: You’ll do anything to get this job, and make sure they know it.  Offer to pay them to hire you. Mention your eviction notice and car repossession.  Offer to name your third child after the owner.  This is such an attractive quality in an applicant, and you can never look too desperate or too thin.

GOOD LUCK, Class of 2011!

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It’s all in how it’s packaged

Tuesday, April 27th, 2010

With the regular mail bills moving to e-bills, paper newsletters moving to e-newsletters, newspapers becoming an extinct news source, and receiving e-cards rather than regular cards, it seems that “new” marketing is all on the internet. WRONG.

I loved typing that just now, and here’s why: the other day I received this envelope.
Untitled-2

What could it be? And who from?? (Lee hypothesized a secret admirer.) I guess I had to open it to find out! Oh the suspense! Oh the glee! It was my very own…marketing material from Staples sales rep Jairo. (Hi Jairo!) Definitely surprised, Jairo’s personally written introduction card made a positive impression on me. Soon after, Jairo followed up with an e-mail and phone call requesting the foot in the door sales pitch meeting that all sales reps would love to have. Granted.

Surprisingly, the next day, I received this other letter:
Untitled-7

I received this letter soon after receiving a call in which I notified them that we were not in need of their services. Not only was our business name blatantly misspelled (Counter-Ntuity), but their generic mail merge document was horribly written with many grammatical errors (and poor wording choices).

Obviously, I’m thinking of switching to Staples now. Jairo is creative, smart, and has what it takes to get me to be a Staples customer. My reasoning? Staples is going to make my job easier by saving me money (covered in the sales meeting), saving me time (notice how he saved his own time), and providing creative solutions to any needs we may have (demonstrated by the personalized print card solution, other marketing materials, and general creativeness in using snail-mail).

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Sport Chalet Takes Twitter to the Limit!

Tuesday, July 28th, 2009

Apparently, more big companies are taking this Twitter thing  seriously.  And I’m in “Social Media Specialist” heaven.  I’ll let the big guns figure out how to monetize the whole thing.  For me, as both a consumer and someone who is actually hired to help companies with the ins and outs of social media, I’m finally piecing the puzzle of Twitter’s true purpose together.

To my high school buddy Richard Jalichandra, CEO of blog aggregator Technorati (who just launched Twittorati.com): I’m sorry I doubted you.  Not that either of us knew back then which road Twitter would take, but you were confident it would stay on course.  Alas, eating humble pie doesn’t taste so bad when losing a debate actually helps me help my clients realize how Twitter fits into their business.

The solution came to me last week as I received a cell phone call from an  unknown number.  “Hi, Lisa, this is Steve, and I am the Customer Service Manager for Sport Chalet.”  Thinking he was calling about the “Nike Super Speed D 3/4′s” we ordered weeks ago,  I replied, “Are the shoes in?”  Nope. “I’m the customer service manager for Sport Chalet Corporate (!) and I am calling about the problem in our store you mentioned on Twitter last week.”

Panic hit, because some of the Sport Chalet kids know my kids. Feeling like a school-girl caught in a gossip scandal, I blurted out how sorry I was for badmouthing them on Twitter but I had been so frustrated and we really needed the shoes right away and they hadn’t come in yet and no one had followed up and why do they never have our size annd blah blah blah blah blah.  Don’t remember precisely what I said. It’s like getting caught with the smoking gun and your dad is at the other end of the barrel.

Somebody actually read Tweets???? “Hooray” and “OMG” went through my head simultaneously.

In this big wide online world, who would have thought that I could Tweet my frustrations, have them actually get back to Sport Chalet, have them look up my Twitter account, click through to my website, find out my  name, get my cell phone number and call to solve my problem?

But that’s PRECISELY my point. Sport Chalet took the time to read my Tweet,  look up my Twitter account, click through to my website, find out my name, get my cell phone number and call me.  And to apologize and offer to solve the problem. This was no impersonal Twitter DM.  This was a personal phone call from a corporate officer of Sport Chalet!

It hit me that THIS is the real future of Twitter–a direct, personal, one-on-one experience with companies who actually care about customers as individuals.  No more talking to “John” in Mumbai who might pass your ire on to “Sally” in the cubicle next door.  I got Steve at Sport Chalet corporate headquarters, prompted personally by a CEO who has better things to do than worry about a pair of cleats—like run 55 stores.

Sport Chalet cared about ME.  And it felt good, not just personally, but for my clients.  Because now I know exactly how to help them make their Twitter account successful.

It’s not about making money-it’s about creating relationships.  White papers and links to websites are great.  But my experience with Sport Chalet helped me to see that the true value of Twitter for business is to connect with customers and make them feel important. It sure worked on me!

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Black and White and Seen All Over

Tuesday, May 19th, 2009


Is this a joke?  Perhaps a skit from Saturday Night Live in, say, 1952?  Or a really great attempt at viral marketing?

It’s an actual commercial for a furniture store in North Carolina, where apparently, they just received the telegraph from the Pony Express that the Civil War is over.

“For a while, we couldn’t do anything but answer the phone. ‘Yes, we’re a real store. Yes, that’s a real ad,’” said vice president and manager Steve Patalano, whose Red House Furniture Store has been deluged with customers since the video was posted on YouTube. Not surprisingly, the directors’ previous commercial was about a Cuban gynecologist-turned-car salesman.

People of all races shop and work at Red House, so “we just got the idea that it was just like a big Rainbow Coalition,” Patalano said.  

With all the publicity it’s getting, this just might be the most brilliant stupid ad ever made.

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Lessons Learned From a Layoff

Thursday, February 26th, 2009

Dear Boss,

I can’t express the depths of my gratitude for laying my husband off.  Really.  I know, you’re thinking this letter must be laced with Anthrax.  Relax.  I’d like to buy you a beer.

Because we were forced by you to cut back and pinch pennies, we have learned what’s really important.  Gone are the movie channels and the bottled water.  We bid adieu to the housekeeper, the dry-cleaner who delivers and hot lunches at school.  And surprisingly, we don’t miss them a bit.

Christmas was quaint, but the kids said they didn’t notice.  The oldest boy used his winnings from a $1 Superbowl bet to buy his own shoes.  Middle guy cooked dinner when I was too busy at my new job. Even the baby offered up her Valentine’s cash from grandma for the family ante.

You may feel guilty about the layoff, but we are grateful.  Eating hamburger for six months has helped us to savor the occasional filet.  The house is a mess, but it’s a happy home.  Our marriage is stronger than ever, because teamwork and support are no longer optional.  Our often over-indulged brood has learned how the other half lives, and they’ve discovered it’s not half bad.

Boss, thanks for nothing.  We used to believe that anything was better than nothing.  Now we know it also works the other way around.

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The art of appreciation

Sunday, January 4th, 2009

thankyouWhen I was a girl, my mom had a steadfast rule about thank-you notes: Other than a short window on Christmas Day, there was no playing with our gifts until our thank-you notes had been written.  It was excruciating for my brother and me to watch the neighborhood kids ride past our house on their shiny new bikes every December 26th.  We instead sat writing note after note to everyone from grandparents to Santa Claus.  We were likely the only two children who ever wrote to the North Pole after Christmas, but she insisted that we acknowledge the labors of Santa and his elves.

As much as I hated writing those notes, I have to admit, we received extensive compliments from the recipients.  I learned early on how tickled they were to learn that we liked the sweater or that we planned to save the money for college.  I quickly caught on that thank-you notes made people happy, and usually resulted in bigger and better gifts the following year.

The art of appreciation will move to the front burner in 2009, as clients looking to reduce costs may analyze the benefits of your services.  Knowing their business is important to you can set you apart from your competitors and create trust and long-term loyalty.  Research shows it’s actually cheaper to generate more business from exisiting clients than to pursue new ones. And it’s important to note that recognition is not just for the holidays.  You can’t send a fruitcake at Christmas and ignore the other 11 months.

Do you have a well-planned, consistently executed “Client Appreciation Program” for your existing customers? If not, now is the time to start.  It could be as simple and inexpensive as handwritten cards when a client signs or re-ups with you; adds or expands business, or celebrates an anniversary as a client.  Skip e-mail if possible; personal greetings carry a more genuine message.  If you know a client is celebrating a life event such as a wedding or new baby, be sure to send your written congratulations — or sympathies when appropriate.   If your budget allows for coupons, rewards programs, referral incentives, small gifts, or client events, add those in.  Just be sure you’re doing something to recognize your clients regularly.

It takes mere minutes and just pennies to stand out in a crowd.  Now, when your crowd of competitors is likely dwindling, it’s easier — and more important — than ever to show your clients you value their business and your relationship. Just like I learned when I was a child, the mere expression of personal appreciation can have fringe benefits, both in life and in business.  Looks like mother really does know best!

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