How to Communicate During the Corona Crises.

How to Communicate During the Corona Crises.

Chances are you’ve seen these next couple paragraphs. In fact, I’ll bet you’ve seen comments just like these sent to you from your cable company, your bank, your credit card company, and maybe even one or two of the online services you subscribe to: “Our top priority...
How Will Coronavirus Affect You?

How Will Coronavirus Affect You?

Greetings from 36,000 feet. I’m heading home from a speaking gig in Houston and I’m using my airplane quiet time to reflect on the things I learned at the conference I was attending. I’m also making lists of things I want to do and the things I want my staff to do...
Sorry Seems to be the Hardest Word

Sorry Seems to be the Hardest Word

It used to be that a sincere “I’m sorry” was accompanied by a bouquet of flowers and a heartfelt card.  Then life went back to normal. And for companies, rectifying a mistake usually meant a generic apology by the CEO and a conscientious program set up to rectify...
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