Remember that a person’s name is to that person the sweetest and most important sound in any language.
Dale Carnegie wrote this beautiful quote in his bestselling book How to Win Friends and Influence People. And it’s true. As he pointed out, when you remember and use a person’s name it makes him feel special and important. It shows you are attentive and caring. However, there is a limit to how often you should use someone’s name in a conversation, especially when you haven’t met the person. Continue reading “How to lose a prospect and annoy others” »
What is your boiling point? Are you one of those people who are able to stay patiently pleasant even when faced with rudeness and unhelpfulness? Or, when dealing with maddening situations do you find it easy to lose your cool?
“Watch your tone, Arden”, my mother would say to the teenage me when I’d speak to my brother in a certain way. Sometimes I’d answer that I was just asking him to do something. “But your tone was rude”, my mom would reply.
When I work with clients on customer service skills, I talk about the importance of tone, especially on the phone, because people can’t read body language to ascertain the meaning of what was said. Email is even more challenging because not only can you not read body language, you also can’t hear the tone.