The Art of The Apology
You screwed up. You handled something the wrong way, or you failed to handle it when you should have. Now what are you going to do? If you’re a big company, you’re probably going to screw...... Read More
Scott Flood
Owner, Scott Flood Writing
Seven Steps to Overcome Your Fear of Writing
"I hate to write!" While that phrase is music to my ears, because it ensures my income will persist, it also saddens me. Far too many people dislike writing, largely because they’re intimidated by ...... Read More
The Art of The Apology
You screwed up. You handled something the wrong way, or you failed to handle it when you should have. Now what are you going to do? If you’re a big company, you're probably going to screw up some...... Read More
Fight-or-Flight And Your Website
When you meet someone new, within the first few seconds, your brain absorbs and analyzes tons of information to deliver an instant read of what you think of that person. You react to a new...... Read More
Fight-or-Flight And Your Website
When you meet someone new, within the first few seconds, your brain absorbs and analyzes tons of information to deliver an instant read of what you think of that person. You react to a new website...... Read More
Should Your Business Get Political?
You have remarkably strong feelings about a current political issue, and as a business owner or manager, you see yourself as a thought leader. While you unquestionably have a right to make a public...... Read More
Survey Says: Now I Hate Your Company
I admire companies that make the extra effort to survey customers of their products and services. That is, except when their approach to surveying makes me never want to do business with them again...... Read More
The Dangers of Lazy Data Analysis
A well-known consumer marketer emailed what they thought was an irresistible offer. Using my address, they deduced that I must be a St. Louis Cardinals fan and presented me with a great deal on som...... Read More
It’s About People, Not Products
Today's companies offer an amazing array of products and services. Surprisingly, the best way to promote those products and services is to stop talking about them. No, I’m not advocating that produ...... Read More
Kvetching Employees Kill Reputations
There's a lot to bemoan about the state of customer service, but one particularly disturbing trend I've noticed is a growing number of employees complaining in the presence of customers. On numerou...... Read More