Using a different example, the first message she sent was “Tash is presenting a workshop on clear communications in Mulgrave”; the second message was “Learn about clear communications in our workshop”

I think it is insulting to your readers to assume they can’t tell that this is the same ad in different words - and how embarrassing would it be for someone who tried enrolling in ‘both’ seminars?

If for some reason you are going to repeat an ad to your mailing list, then be honest about it and say so. Some possible introductions are:

• Apparently some people didn’t get this message so I am sending it again
• I had to send this again as the date has changed to …
• Apologies for sending this again, but I felt it was so important I didn’t want to risk you missing out
• I’m sorry - I sent this to you yesterday but I forgot to add the link so you could book!

However, make sure it is an honest reason you give and don’t do it regularly as it looses any credibility it may have had. I have received emails from people who used the ’sorry, wrong/forgotten link’ more than once in two months and it looked very tacky and led me straight to the unsubscribe button.

If you are sending an email about somethig with a specific date, such as a workshop, then you can send a reminder closer to the date - note, it should be a reminder not just the same message again. And again, don’t send lots of reminders as that is just as annoying as repeated ads and also makes it less likely that the reader will respond to any of them.

Use your words wisely!

P.S. I am actually giving a workshop on clear communications in Mulgrave on Monday, 26th May. If you can make it, please make sure you introduce yourself to me on the day. 

It is a little silly, but I was reminded of this through the Rat in the Hat! Melissa Khalinsky often uses children’s TV shows to point out business lessons, and in one of her blog posts, she shows how Rat is quite the entrreperuner.

Melissa wrote “Don’t overextend yourself - this is something Rat does often in his quest to meet the needs of everyone on Cuddles Ave. Unfortunately Rat doesn’t know how to say no ” and I had to nod in agreement, both for Rat in a Hat (yes, I’ve watched him, too!) and for many business owners I know.

As a small business owner, it is hard to turn down a client - there’s that little fear that maybe this was the last work request you’d get for 6 months so how can you afford to not do this project? Or maybe it is a fear that saying no will make that person hate you and bad mouth you to other potential clients?

But let’s look at it the other way:

• if you take on too much work, you will end up doing inferior work for a number of clients, thereby damaging your good reputation
• if you continue doing too much, you will burn out and really not be able to earn anything for 6 months
• if one client has found you and asked for a quote, it is likely others can also find you next week and next month
• a well managed ‘no’ will leave the client feeling positive about you even if you couldn’t do their work - they may try you again another time, or at least tell others you acted professionally
• do you really think your clients have the time and inclination to bad mouth you just because you couldn’t work for them?

I will cover the various reasons for saying no, and how to say no nicely in the next few blog posts. But for now, just take on the belief that you can say no and the world (or your business!) won’t end!

There is no simple answer, but there are some guidelines depending on what type of release you are sending out.

If your release is announcing something that has happened (e.g. “we won an award”)

• send it out ASAP

If your release is about an upcoming event (e.g. “our school fete is on the 9th May”)

• don’t send it until you know all the important facts (especially dates, times and place, or the name, address and URL of a new business)
• send it early enough for the media to use it. For example, if the local paper is printed on Tuesday don’t send the release on the Tuesday afternoon immediately before the event. Note that some media outlets have a much longer lead time than others - some magazines need things months in advance. Likewise, consider their time requirements before sending it too early - a local paper or website doesn’t need to know about a small event 3 months in advance, they’ll just forget it if you tell them too soon!
• include a release date. That is, at the top of the media release, write “Not to be released until 1 June 2008″ or similar so the media know it is advance warning

In addition, if your release is about the launch of a new website

• don’t send the release until there is something on the website! Sending the media to  ‘coming soon’ page won’t impress them and it is less likely that they will publish your story. The site doesn’t have to be complete, but have a welcome page that introduces the business/site, some contact details and has a look that complements the final look - this is much more professional and enticing. If the site is near completion, you may even send the media a link that shows them what the site will look like even if it isn’t yet available at the final URL

If your release isn’t time critical, then you can send it at any time of course! But I would question its newsworthiness if it really has no time frame attached..

The timing doesn’t have to be hard - just use a little common sense really.

Happy writing!

The details are as follows:

Confident Communications

Monday, 26 May 2008 9:30 AM to 11:30 AM

Monash Incubator Centre, 5a Hartnett Close, Mulgrave

To register phone 03 9018 8947 or email events@businessmums.com

Click here to find out more.

If you are involved in preparing any surveys/feedback forms, it is important to think carefully about how you ask questions. Obviously, the first step is to know what answers you need - do you want to know how old people are or just the difference between adults and teenagers?

Here are three recent examples I have come across where the question is not going to get the right responses:

“1. Please list as many soft drink flavours you can think of”
“2. For each flavour, please select A, B or C where A is ‘yes, I knew it was a flavour but forgot it’, B is ‘I didn’t realise it was a flavour’ and C is ‘I’ve never heard of it’. {and then list every flavour whether or not the person listed it in question 1}”

So if you had written orange as a flavour in question 1, how can you select A, B or C in question 2? As it was an online survey and answering was necessary, people would guess an answer so the final results mean nothing.

“Were you satisfied with the course handbook?

• excellent
• very good
• good
• ok
• poor

The options do not answer the question - was I satisfied can only be answered with yes/no/partially. To offer those choices, the appropriate question would be ’How would you describe the course handbook?’

“Which of the following have you ever given your child?

• brand X vitamins
• brand Y multi-vitamins
• brand Z mulitvitamins
• brand XY kids calcium”

Personally, I hadn’t given any of them to my child but there was no option to say ‘none of the above’ or even ‘other vitamins’.

So once you have written any questions, go back and read them in order to see if they make sense and are complete. One way to check multiple choice answers make sense it to add each one to the question so “were you satisfied with the course handbook? excellent” quickly shows an issue.

I’ll go through some tips on writing useful questions soon!

Since posting about international business card etiquette, I have read more about different culture’s practices. One site discusses business etiquette in Australia and I couldn’t resist seeing what they advice non-Australians. They wrote:

Business cards are often used in business dealings, but Australians don’t fuss about them. It is acceptable to hand over and receive a business card with one hand. It is good practice to put your counterpart’s business card on the table during the meeting, although some people will put it straight in their pocket.

It got me thinking - should a business card go on the table or into a pocket?

Obviously, if you are at a stand-up networking event, there is no table so cards go into a pocket (or bag or diary.) And if you receive a card in passing, a pocket is appropriate.

Personally, if I am in a meeting and receive some business cards I eave them on the table in front of me, face up. Not only is it a good reminder of people’s names and titles, I think it shows respect that I value their card enough to keep it in sight. In those same meetings, I have seen people leave cards on the table and others place cards in holders of their document folder (so they could still see the cards but were also protecting them), and that does feel better than seeing my card go into a pocket (sometimes without even a glance).

I think it may be different at a meal-based networking event, though. In that case, I often put the card straight into a pocket to protect it from food spills and being lost amongst the dishes and table paraphernalia. Sometimes, I hold the card for a while as I talk to the person sitting next to me - it makes me more familiar with the card and the person, plus I think it is respectful to listen as they talk rater than fiddling with cards and pockets/bags.

Where do you place business cards as you receive them at a table? Is this habit or have you consciously decided to do it that way?

Happy writing!

A little while ago, I noticed a discrepancy between an invoice and my bank statement so I sent a polite email to the supplier. I noted the problem and the resolution I wanted. The supplier replied to me email and I was impressed by the response.

The email was:

Hello Tash,

Thank you for your email. I understand you are concerned that, {stated my issue in their words}. I see that you would like {repeated my requested resolution}. Below, I have addressed your concern in detail.

And then went onto to answer my concern.

The email is polite and clearly shows they have read my complaint and are treating it seriously and respectfully. It started with my name and was obviously written by a real person in answer to my email - not just a standard response.

In fact, I think it makes a pretty good template for how to construct a complaint response! As a customer, I felt heard and respected, and my issue was dealt with.

So next time you have to answer a customer complaint, or even a customer query, remember the steps:

1. use the person’s name
2. restate their issue to show you are listening (or reading!)
3. restate any resolutions they suggest
4. answer the issue
5. above all else, be polite and respectful

Happy writing!

The first one (and as tempted as I am to link to the page, I will only say it was a government information site!) had a whole page about a particular form - what it should be used for and when to use it. At the bottom of the page, it read:

For a copy of this form, visit our website at www.url or call us on 12345679.

Given I was already on their website, a link to their homepage really didn’t help me! It took me another five minutes to actually find the form on their site.

The second site had a similar message but the link itself at least went to their form. This obviously helped me find the form, but I nearly didn’t click on the link as I expected it to go the to homepage.

And that is a reminder to make the text of any links meaningful, too. How hard would it have been to write something like “For a copy of this form, click here”?

So from personal experience today, I request you always think of what will help your readers when you add links to anything you write.

Use your words wisely!

I came across a blog post that discusses how different cultures have different expectations about how business cards should be given/received. It is interesting to note these differences and I think it is respectful to use these different ideas when dealing with international people.

However, I think many of those differences can be used routinely in Australia, too.

For instance, in Japan it is considered rude to give a card with one hand - they pass it over with both hands and presented in a way that the other person can read the card as it is given; the other person then carefully takes the card, reads it and gently places it in a pocket. Ok, giving a card in two hands and bowing may raise some eyebrows between two Aussies, but but why not show respect and read someone’s card as they hand it to you? Why not make sure your card is the right way up when you pass it to someone? And I think etiquette in any language is to place the card carefully somewhere once you have it - don’t shove it in somewhere or screw it up/fold it/whatever.

I also thought it interesting to note that a multi-lingual card (or different cards in various languages) is almost a must in some cultures. Personally, I only deal with English speaking cultures (because there’s no way I could write professionally in another language!) so an English card is sufficient, but I see the value in using another language on the reverse of my card if I was to frequently deal with people in that culture. It shows respect but also makes it easier for them to understand who I am and how I can help them.

Do you have separate cards or techniques for dealing with international business dealings?

Happy writing!

For one thing, if someone needs to find some information you sent them, it is much easier to sort through emails if the subject clearly identifies the email contents. I have been known to send the same person three emails in a row so that each topic is in its own email for easier sorting and answering, rather than one long email covering three topics.

If you are emailing someone new or sending out an enewsletter, your choice of subject can mean the difference between someone reading it or deleting it. Some points to consider in writing your subject are:

• avoid hype and over-used words as many people can’t be bothered with more of the same
• be honest. For example, I recently received an email via my website with the subject ‘business cooperation’. The subject interested me so I read it only to find it was purely an ad for their services. Not only is their subject dishonest, it annoyed me so much I would never use their services and added their email address to my junk mail list.
• relate it to the reader -  an that is easier when you know more about who you are emailing in the first place. As an example, “help with your marketing” has more appeal than “we offer great marketing services”
• personalise it if you have the technical ability to do so - but be warned that trying to personalise it and getting it wrong is not good. Yes, I have received emails addressed “Special message for {add name}” - the word ‘you’ would have been a better, safer option
• add an enticement or call to action - sometimes a time frame can help, such as “sale this weekend only”
• keep it as short and simple as possible - for one thing, some people’s email system doesn’t give much space for the subject so if it takes to long to get to the point, people may miss the point altogether

How often do you put much effort into your email subject? And I’m curious - do you usually write the email or the subject first?

Happy writing!