Mistakes, Tips on Using Names

At the Safeway grocery store I frequent, the check-out personnel are instructed to call customers by name when they hand them their credit or debit card receipts. Nice intention, bad execution. Maybe once out of 100 trips the person has gotten close to saying mine...

Avoid These Words That Kill Sales

From the mailbag: “Art, an email I received from a vendor, in response to a question we asked about a policy issue, started out with, ‘You’re not going to like this, but …’ “I continued reading, now feeling bitter. However, what was...

Avoid the Annoying Nicknames, OK, Dude?

At the grocery deli counter, the guy greeted me with, “What can I help you with pal?” After pointing out the cheese I wanted: “This one bud?” He showed me a sample: “OK, chief?” Then, “What else boss?” He handed it to me: “There you go my friend.” As I left he said:...