Guest post by Joan DeMartin
We all want to make a good impression when we speak and write—whether it’s a condolence note to a dear friend or an email to a work colleague; what we say matters to us, and even more to others. Our written or spoken words represent us, and to a large extent, our abilities.
This is particularly true for our business communications, because what we and our employees say to our customers, for example, is paramount. It can easily be the difference between keeping a customer happy and losing them. And in today’s bumper-to-bumper marketplace, no business can afford to lose even one customer, because one disgruntled customer taking to their social media channels can mean a lot of disgruntled customers.