Effective Crisis Management Means Sweating the Small Stuff

The phone rings and you pick it up to answer the call you never want to get. Your organization has a full-blown Instant Crisis.

Crisis Communications

There is the danger of permanently damaging your brand if you don’t manage the crisis communications effectively. Every company should research and understand the threats its faces and plan accordingly.

Emergency Response Plan

Your organization should have an emergency response plan in place for the three crises that occur most often – the Instant Crisis, an Act of God, and a Brewing Crisis. The plan must include crisis communications. No matter the crisis, it’s essential to be on top of every detail by sweating the small stuff that can come back to bite you if not handled correctly. …Read more…

Did You Forget to Answer My Email or Were You Just Being Rude?

Netiquette word cloud with abstract backgroundWe’re all swamped with emails, but do you routinely ignore your business correspondence? Am I not important enough for you to respond in a timely manner, or do you just treat everyone rudely?

What’s Timely?

If you’re in the client service business, then it’s advisable to establish the ground rules for emails. Discuss an acceptable time frame with your client. A fairly common guideline is to answer by end of day. But suppose you’re working on a crisis. …Read more…

Giving Praise to Inspire Your Staff to Greatness

“There are two things people want more than sex and money… recognition and praise” — Mary Kay AshThumbs Up and  a Well Done! on a blackboard 

Mary Kay Ash established the global Mary Kay® direct-sales cosmetic business in 1963 with $5,000 and the help of her 20-year-old son. Today it is a $2 billion company.

Mary Kay built the foundation of her business on the Golden Rule. She advocated, …Read more…

Do You Have the Mental Toughness to Become a Champion?

Rafael Nadal

Rafael Nadal

Rafael Nadal, the nine-time winner of the French Open, is having a tough season. The champion has lost five times on clay this year, his favorite surface. Many are predicting that in this year’s French Open he will be defeated by Novak Djokovic, who trounced him on clay last month in Monte Carlo.

But Nadal is having none of it. He is one of the most mentally tough players on the tour.

When asked by a reporter if the 2015 French Open tournament might be the beginning of the end, he replied, …Read more…