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why

The Power of “Why”

Someone once said, and I highly endorse, “a problem well stated is a problem half solved.” In my practice, I always start by writing the “situation analysis” for my clients’ needs. This process begins by…

adventure

Gaining a Retirement Attitude: Just Retire

Several years ago, before I opted to open my own public relations firm, I was having coffee after church. That Sunday, as I lamented about bills piling up and typical family/work related woes, my friend,…

listening

Hearing Beyond The Words

"The most important thing in communication is to hear what isn’t being said," according to management author and consultant, Peter F. Drucker. When I was a teenager (a couple of years ago), I remember my…

Teens

Teen Marketing Benefits Us All

Lessons learned from teen marketing research can benefit us all. We need to learn about each other regardless of age, but especially to communicate! What do we know about teens who are at a critical…

Unwanted Calls

Telemarketing Taboos

It’s 10 a.m. The phone rings. You put down your cup of coffee, set aside the paperwork you were reviewing and grab the phone. Silence. No one is there. In my office, the above scenario…

Taking Time To Tout

Taking Time To Tout

Having just joined family and friends in Thanksgiving spirit, it occured to me that we might cause better public relations by noticing when folks do it well. A recent complimentary call from my friend Katy…

phone

Are Your Phone Skills Driving Business Away?

A friend of mine saved me a cartoon I had missed from The New Yorker Magazine which is the antithesis of what this month’s column emphasizes. The cartoon depicted a support staff person on the…

left-right

Back To School Public Relations Problems

Two things occurred recently that cause me to question whether some organizations get the concept of customer satisfaction and one demonstrates that one organization does understand. The bad news first. You have probably heard the…

research

Measuring Success – Part 2: Research

Last month I made the case that true success is bestowed on us by customers or target audiences who extol our virtues because of good experiences with our organization. Not only do they make us…

messaging

Measuring Success – Part 1: Planning

First operating principle—success must be bestowed on you. You alone are not successful, but others can proclaim you successful by buying your product, service, or idea. To get to that proclamation of success, you must…