After years of crafting follow-ups, I've developed a few other tips. Try these, and tell me what differences you see!

Does following up with customers or clients give you anxiety?

Planting seeds of happiness is the second step of my three-step Communication Code. It reassures the customers trust in you.

In order to understand why the Communication Code works, I find it helpful to paint a picture of where we’re starting from.

How do you win customers’ loyalty and trust? Make them feel good.The first step in making people happier to eliminate negative words.

A question I often receive that I want to address is why planting seeds of happiness is Step 2 of the Communication Code and not Step 1....

Communication is at the center of everything we do in business. It’s critical we consider if words we speak are building or eroding trust.

The customer relationship pyramid is an image I've been using recently to illustrate how the Communication Code works. I see it like this: I

Have you ever gotten a call or email from someone and just seeing that person’s name come up made you anxious because of a bad exchange...

What’s your reaction when you ask someone for help or you make a request and that person’s response is, “No,” or “I can’t do that,” and...

Have you ever received information from a customer service rep that didn’t sound quite right? Did you ask to speak to someone else who...