I found a very good follow-up to my posting called The Art of Customer Service. This is by Doug Hanna, and the entire text plus some other postings about customer service are available here: http://snipurl.com/p3w5 1. Use their name. Though it may seem obvious, you’d be surprised how much of a difference addressing a customer [...]
Several people have asked me for a blog entry about executive summaries. My colleague at Garage, Bill Reichert, wrote this explanation, and it's as good as it gets. Writing a Compelling Executive Summary By now, you’ve probably already read several articles, web pages—even books—about writing the perfect executive summary. Most of them offer a wealth [...]
A friend who worked at O'Hare International Airport told me this story. He once watched a passenger absolutely scream at an airline ticket agent. The ticket agent, however, remained completely calm. After the tirade was over, my friend asked her how she could remain so calm, and she said, “That's easy. He's going to Paris, [...]
I've been on both sides of board meetings: as the entrepreneur (a.k.a., the “victim”) and as the board member (a.k.a., the “heavy”). I can't tell you that I've run perfect board meetings nor that I am the world's greatest board member, but I can provide some tips on the art of the board meeting. These [...]
Here's a quiz to determine your “entrepreneurial quotient.” My intent is to test a person's knowledge of entrepreneurship. However, scoring high doesn't mean you're the next Steve Jobs, and scoring low doesn't mean you're not. Some answers are debatable, so there will be many comments. #10, in particular, is tricky so read it very carefully. [...]
How many times have you watched a panel and thought that it was entertaining and informative? Your answer is probably a small number. Moderating a panel is deceptively hard--harder, in fact, than keynoting because the quality of the panelists is usually beyond your control. Here's how to be a great moderator. Don't over-prepare the panelists. [...]
Adam Lashinsky is a reporter for Fortune magazine. He has the high-tech beat in Silicon Valley. As such, he works with some of the best known (as well as the most full-of-shitake) companies and PR firms in the world. His perspective on working with the press is valuable for every marketing person. You can read [...]
Blogging has flipped traditional PR on its head. It used to be that ink begat buzz. Life was simple then: you sucked up to the Wall Street Journal, one of its reporters wrote about your product, and the buzz began. (Here’s a collection of great speeches about the state of the art of blogging, courtesy [...]
I just found out how easy it is to include an MP3 in my blog, so here’s my first shot. This is a recording of me reading Chapter 3 of The Art of the Start: The Art of Pitching. "Pitching," in the context of this reading, is the process of reaching agreement—when seeking an investment, [...]
If my memory isn't failing me, after the Robert Redford character gets elected in The Candidate, he whispers to one of his supporters, “Now what?” Raising money ls like running for office: it's very exciting and even fun if you get the money. But after you raise the money, now what? The good news is [...]
In my day job, I not only hear a lot of PowerPoint pitches, but I also read a lot of business plans. The PowerPoint pitches explain my Ménière's disease, but the business plans explain my recent need for reading glasses. One of my goals for blogging is to reduce the external factors that are causing [...]
When I started public speaking in about 1986, I was deathly afraid of public speaking—for one thing, working for the division run by Steve Jobs was hugely intimidating: How could you possibly compete with Steve? It’s taken me twenty years to get comfortable at it. I hope that many of you are are called upon [...]
(Since I've antagonized the venture capital community with last week's blog, I thought I would complete the picture and “out” entrepreneurs to begin this week. The hard part about writing this blog was narrowing down these lies to ten. Luckily, my partner, Bill Reichert, had already documented this list of the top ten lies of [...]
I suffer from something called Ménière’s disease—don’t worry, you cannot get it from reading my blog. The symptoms of Ménière’s include hearing loss, tinnitus (a constant ringing sound), and vertigo. There are many medical theories about its cause: too much salt, caffeine, or alcohol in one’s diet, too much stress, and allergies. Thus, I’ve worked [...]