Friday, April 24, 2015

The power of the pen

In the last two weeks, I've had to deal with two unpleasant incidents.  In an earlier post, I mentioned how important it is to write a letter when you get good service.

I agree with that.

On the other hand, when you get bad service, let it RIP!

I went to a meeting of an organization where I was once an officer.  Out of pettiness, the current president didn't introduce me.  Well, as soon as I got home, I wrote a letter to the higher-ups of the organization and he was spanked but good.

I'm waiting for my apology but I know the officials gave it to him.

The second incident occurred while I was on a tour to the Grand Canyon.  The tour guide was incredibly rude.  I sucked it up but complained to the manager and owner upon my return.

I heard from them and they were LIVID.

Most people will complain and go off on the offender.  I don't waste my breath/time.  I write to those who can make change happen and who factor in that person's fate.

That is what works. The power of the pen is mightier than the sword…indeed.

Sunday, April 5, 2015

Write a letter…for good service

If you get bad service, you're likely to complain, yell, scream, curse -- WHATEVER!  If you're really inspired, you'll write a letter to the appropriate source.

But, what if you get good service?  I believe in writing as well.  The energy and passion you put into a complimentary letter goes a long way in uplifting the person who rendered the good service.  And, it makes you look good!  Remember, to write the CEO…not the immediate manager.  That has better results as it will filter down to the manager.

I have a file full of responses from CEOs who were to pleased with the letters of commendation. And in the letter the leader is effusive because they get more complaints than compliments.

So, invest the time to praise. It has a domino effect that yields positive responses and is sincerely appreciated!

Saturday, April 4, 2015

Walking up four flights - What you do for clients

Today, I attended a client event at a very old school.  It was a class helping young black youth overcome obstacles to achieve.  I didn't have to be there since the agreement was to write/distribute the press release.

Well, as a show of support, I had to be there.

But, I didn't know that I'd have to climb four flights of steep steps to get there.

Now I have a bad knee, arthritis and, well, I'm OLD! So, climbing those steps was a real labor.

As I finished climbing each flight, I marveled at the lesson learned:  You do what you have to do to support your client.  As I rounded the fourth flight and walked into the instruction room, the client's face lit up.

So, despite the pain and the trouble, seeing his smile was worth it.

And, as I left, he said: "I want to talk to you about another project!"

So, that made the four flights -- OUCH! -- all worth it!