Cross-Functional Communication

4 Ways to Improve Cross-Functional Communication

The weather forecaster issues a tornado warning, so you get out your new flashlight to make sure it’s working in case the electricity goes off....

Read more
customer-service communication

Communication Habits That Drive Customers Crazy—And How to Stop Them!

My last few interactions as a customer have traumatized me. For three nights, the conversations have replayed in my head for hours of fitful drama...

Read more
merger chaos

How Not to Manage Merger Chaos

Big Bank acquired our Small Bank mid-month (real names removed to protect the guilty). Small Bank notified customers a month prior to the merger...

Read more
Over-Explaining

Are You So Technical You Turn People Off?

(Forbes first published my post here.) When my husband and I first married, we had an ongoing travel battle. Working in Houston as a consultant, I...

Read more
customer communication

Are Your Frontline People Killing Your Business?

Letting your employees communicate with your customers and prospects can kill your business. Let me be clear: Employees should be able to talk or...

Read more
Turning Down a Client or Prospect

How To Turn Down A Client Or Prospect Tactfully

(Forbes originally published my article here.) Yes, yes, I know most businesses are continually soliciting clients and prospects—not trying to...

Read more