Recent Posts

Customer Service: How Will They Know I am Smiling?

Hi, to anyone out there who might remember me. I was a SCORE blogger from June through December 2008. I missed you all so much that they are letting me be a guest blogger for March.

Anyway, I called a local business the other day and was really sorry I woke the woman up. I called to make an appointment and later when I went to the location, I could see she wasn’t a happy camper. What I used to do was hang a mirror by every phone and ask anyone that answers the phone to look at themselves in the mirror and smile while answering. My premise was that if they knew they were smiling the person on the other end would know it also.

The process feels a bit strange at first, but try it — it really works. Answering the phone is the first contact your clients and customers have with you and your business. Take that extra step to make them glad they called. Question, though, how do you control the answering of cell phones? Do they help or hinder the smile and voice?

What do you think? Leave your comment below.

-Betty Otte, SCORE Orange County
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Event: Drawing Web Traffic – Increase Your Audience, Grow Your Business

At a recent American Express OPEN event, the number one topic on small business owners’ minds was how to get found online. SCORE Chicago is bringing together three experts for a half-day event titled, Drawing Web Traffic: Increase Your Audience, Grow Your Business.

Tuesday, March 31, 2009
8:45AM-12:30PM CST
Citicorp Center
500 West Madison Street, Suite 1250
Downtown Chicago IL

Topics and Speakers

Peggy Duncan, Personal Productivity Expert – Learn how she is on the coveted first page of search engines for her expertise without implementing pay-per-click campaigns. She’ll share online and offline tactics that are free to very low-cost and will explain how they’ve helped her garner international publicity in national media outlets.

Iain Lopata, Dynamic Business/IT Executive – Gain a better understanding of how to decipher Web analytics and why you should study them. He’ll also show you how to not go broke trying pay-per-click.

Steve Robinson, Regional Development Director-Illinois for Constant Contact – Learn the ins and outs of email marketing as a way to stay connected with your customers.

Details and registration for this half-day event are online at

If you’re in the Chicago area or know people who are, please help us spread the word. This event will sell out so click the link above and register today!

Peggy Duncan, SCORE Atlanta
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I'm a productivity and technology speaker, trainer, author, and consultant. I own The Digital Breakthroughs Institute in Atlanta GA.


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