“GIVE ‘EM

 THE SCREW!”

CUSTOMER: “Could I please get an extra screw or two for mounting the brackets that go with the sets of decorator shelves I just bought? One was missing last time and I wasted hours looking for an exact match.”

HARDWARE CLERK: “Sure, Honey, but they come in little six-packs, and it’ll cost you an extra buck and a half.”

OWNER/MANAGER (who overheard the exchange): “Give ’em the screw, Hazel!” (Then whispering to her: “The whole packet only costs us 75-cents and this man just spent $300 here!”).

The happy customer leaves with his free six-pack of screws.

OWNER/MANAGER: “Listen Sweetheart, I appreciate you wanting to charge for all our products, but sometimes it’s best to just give people the little extras they ask for, as a courtesy…like the sample cheese and lunch meat slices at the deli. In this case, y’just give ’em the screw and he’ll remember us longer; he’ll send his friends; and he’ll come back again. And, then, maybe you get a raise.”

     Customer Service 2010 means standing on your head and tap dancing on the ceiling if it makes the customer happy! Does YOUR business sport hand prints on the floor and tread marks on the ceiling? Why not?

     What possesses business owners and managers to add “Handling” fees to shipping costs? Isn’t handling part of the job people are paid for… to get merchandise from inventory, and then wrap and ship it?

     And, by the way, why is this service added to the purchase cost and charged separately? And why’s it always a whacked out amount? A $19.95 item I bought recently had $6.95 added for “S&H” so the under-$20 product ended up a dime short of $27! I sent it back.

     I thought car dealers were struggling. So why do only luxury car dealers pick up and drop off cars to be serviced, and go the extra mile to wash the car before returning it after servicing?

     What right do restaurants have to decide what tipping percentage to charge for parties of six or more? If service is lousy, the percentage is the same as if it’s great? Is it just me or do other people believe you should tip routinely for routine service and exceptional for exceptional service? If the party of 8 or 10 or whatever is going to produce X dollars for a foodservice person regardless of whether she or he rates a 1 or a 10, why should the person care?

     “Slop that food on the table, Mable, and don’t waste time being nice; you’re gonna get paid the same regardless. Spend your energy instead with those four old men trying to impress one another; You’ll get more tips out of them if you kiss up enough!”

Does your business give customers the screw?

Comment below or reply direct to Hal@BUSINESSWORKS.US  Thanks for visiting. Go for your goals! God Bless You! Make it a GREAT Day!  Blog FREE via list-protected RSS feed OR $1 mo Amazon Kindle. Great VALENTINE for GRANDPARENTS: http://bit.ly/3nDlGF

No, we’re NOT past the worst,

the job creation plan’s a scam

…but yes, you can still thrive!

Here is The State of Small Business Message:

WORK HARDER, NOT SMARTER!

     Let the giant freshly-bailed-out corporations with taxpayer-dollar-supported operating budgets do all the “SMARTER” stuff. They did, after all, manage to get themselves financially stimulated, so they must be smarter than small businesses.

     And let us, the small businesses of America, simply not be stupid. Let us not be duped by grandiose, self-serving pep-talks that don’t walk the talk. We cannot choose to waste time and energy dealing with those down deep, fraudulent attempts to force-feed us bone-crushing defeats while patting us on the hands and telling us how great everything is going to be.

     Oh, sure, government should be rewarded for creating jobs, even though the jobs to be created are government job creations for government-funded projects being paid for with loans borrowed against our tax dollars? Does that sound like an economic recovery plan to you? It sounds like digging a deeper hole to me. Would you do this with your own business?

     But we can’t fight that without giving up our businesses and our lives to do it. We need to cast this misguided naivete aside and just get on with making our businesses work. Yes, that’s hard. And no, we’re NOT out of economic bad times; we have NOT turned the corner; things are NOT getting better. If you think otherwise, just look around you, and listen…

     But the good news is that, YES, we can survive and thrive. It means doing things differently. We need to not worry about rising above our nation’s financial mess and bureaucratic free-spending incompetence, and instead to concentrate all of our energy and attention on making our own businesses work better.

     That means we must accept the fact that to truly make a difference, we must work harder. Here’s one small example:

     If you can get yourself to work just 15 minutes earlier than usual and leave just 15 minutes later than usual everyday, you will be adding as much as 2.5 hours a week, which equals 10 hours a month, which translates to 125 hours a (50-week) year, which equals more than 15.6 extra full 8-hour work-DAYS a year. Uh ~~~ 3 WEEKS!

     What could you accomplishfor your business with those three additional weeks? How about if everybody in your business agrees to donate just 10 minutes a day of early arrival or stay late time? Hmmm. What else does that make you think about? 

     When you work harder, you lead by example, you attract more sales and referrals, you get more organized, your customers and suppliers will respect you more … and you’ll probably play harder too! You’re already working harder? Keep it up! It WILL pay you back!   

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Comment below or Hal@BUSINESSWORKS.US 

Thanks for visiting. Go for your goals! God Bless You!

Make Today a GREAT Day for Someone! 

What Kinds of Answers

Do You Give?

     I once had a boss who answered every question with a question. It became so predictable, I hardly ever asked him something without having all the backup information ready … I guess he was more savvy than I first imagined; and I learned from the annoyance factor alone.

     I had another boss who spouted out “Yes” or “No” (mostly “No”) as a response to everything asked of her. And if you tried to ask an open-ended question, she would tell you to rephrase the inquiry for a “Yes” or “No” response! Except for gaining some insight on the management style of a control freak, I never learned much of anything from her.

    When you answer some one’s question, do you elaborate on your thinking? By sharing your rationale, are you cultivating leadership or teamwork? Does this way of dealing with others take more time and effort? Absolutely. Is it worth it? Only you can say.

     The bottom line though would seem to be that when you have a business-vested or personal interest in the individual asking for your opinions, advice or decisions, you will probably be more interested in sharing the reasons behind your answers.

     So then along comes all the great psychological motivational gurus armed with studies which prove that those with whom time, patience and effort are spent will rise to the occasion and outperform those who are ignored or who are not taken so securely under the wing.

     Aha! Does that then mean if you explain yourself to some and not to others, you are exercising bias and perhaps precluding the potential success of those you simply snap at with your “Yes” or “No” verdicts?

     Short of sitting in some corner and chanting “Life is just one big manipulation operation and the chips need to fall where they may!” you might want to consider the following:

A snappy retort that’s not pointedly requested is an insult. It presumes the individual posing the question has no value and is not worthy of your time and energy.

Every question asked of you represents an opportunity to teach, and a chance to demonstrate leadership by example.

The way that you respond to questions is as important as your answer in the lineup of how others measure your leadership value, your trust, and your reputation.

Thoughtful questions and answers form the cornerstone to the building of employee loyalty and exceptional performance. And those qualities are the makings of innovative thinking, increased sales, heightened productivity, and a solid posture in the communities your business serves. 

……….Visit Hal’s Guest Blog Posts………. 

GOT A SICK WEBSITE?> @http://bit.ly/6iYe6g 

WHAT’S YOUR T-SHIRT SAY?> http://bit.ly/7K0s4a

 LEADERSHIP SEARCH?> 12/30 @http://bit.ly/XhN1h

 DOES NO BEAT MAYBE?> 1/6 @http://bit.ly/74qlG5

 # # #               

What Kinds of Questions

Do You Ask?

  [Here are 23 for YOU to answer!]          

Dear Boss: Do you really need some answer you already probably know, or are you seeking some actionable insight about the individual, group, idea, or circumstance you’re questioning?

Did you ever consider that the more disciplined your management approach, the less likely you’ll want to know more than a yes or no answer, and the more likely you are to be a misfit in today’s business world?

Oooh, sorry, are you perhaps one of those exceptions who runs some quasi-military small business? Or you per chance captain a deep-sea fishing boat? Maybe you oversee electrical wiring experts who work on the tops of telephone poles, or workers who paint the top of the Washington or Golden Gate Bridge? You manage a shooting range? [You get the idea?]

Did you realize that the closer you are to the people who are the heart of your organization, and the better you are at exercising leadership by example, the less likely you’ll be to find gratifying results from asking questions that prompt yes or no responses?

Do you think through what you really want to know ahead of time, or simply wing it by firing off rounds of disjointed questions, figuring that  — because you’re the boss — you’ll get answers to everything you ask anyway, and will eventually find out what you want to know?   

Has it occurred to you how much time that wastes? Would you feel aggravated if you were on the receiving end? Do you think others see you this way? Do your family members see you this way?

If you don’t already practice it, did you know that asking open-ended questions will generate much more telling information than yes/no, true/false, and multiple choice questions? What’s a good example?

The best interview question to ask a job applicant is: “If I handed you a million dollars right now, what would you do with it?” Will you learn more from the answer to this question than from 20 questions about what’s on the resume? [Does a bear…?]

Two more examples? “What specific steps would you recommend to solve this problem our business is having?” [Not “WHY did it happen?”] Ask a constantly late employee to drop off a list with you on his/her way home that identifies “what 3 things she/he will do immediately to avoid being late in the future?” [Not WHY the person was late, which only produces excuses.]

Tailor your questions to the situation, the person or group you’re asking, and to generating the kind of answer that will be most productive for you to have. 

……….Visit Hal’s Guest Blog Posts………. 

GOT A SICK WEBSITE? 

WHAT’S YOUR T-SHIRT SAY?  

 LEADERSHIP SEARCH? 

 DOES “NO” BEAT “MAYBE”? 

 # # #               

Step Back From Your Business.

    When’s the last time you clicked your own “Refresh” button? After bursting out of the New Year’s gate, it’s only natural to get a little weary rounding the home turn, headed toward Valentine’s Day! But NOW is the perfect time to adjust your course and your attitude about the course that you’re on (this, btw, is not an endorsement of happy hour).

     You already have your goals. And they’re specific, flexible, realistic and due-dated. Your new value-added products and services are off to a good start. Prospective customers are filling up the sales pipeline.

     Cutbacks haven’t left you with as many disgruntled employees as you imagined and most, in fact, have been rising to the occasion. Your marketing programs are working off sparser budgets and dipping into some unknown territories.

     You’ve innovated the innovations and things feel okay.

     Well, don’t shoot the messenger, but guess what? If things feel okay:

A) That’s not good enough. Maybe “okay” would have put you in cruise control a few years ago, but not in this economy, and not in this supersonic-tech-paced lifestyle. Things have to feel a whole lot better than “okay” to survive and thrive.  

B) A rolling stone gathers no moss (Thanks, but no — I didn’t make that up. Actually, my version has always been “Some action is better than no action”!). The point is to save the lounge chair and iPod for vacations and retirement. 

My friend Kevin Bousquet who runs www.InterlakenInn.com — a GREAT place for meetings — once said about tending to management transparency (as Jonena Relth calls it at www.TBDConsulting.com): “There’s plenty of time to sleep when you’re dead.”  

C) Do the 10-minute escape-to-reality thing, and in all probability you’ll surprise yourself. It’s not hard; in fact, your 3 year-old will help if you get stuck. Ready?

1. Step back from what you’re doing, clean off your eyeglasses (or take a couple of deep breaths http://bit.ly/Bb1Tw while you press gently against your closed eyelids for ten seconds), and

2. Take another nine minutesand 50 seconds to clean up, straighten out or rearrange something in/on/at your worksite that will help you be more effective.

3. One last step back, away from what you’ve just done. Another deep breath can’t hurt. And look at what you’ve just done. Critique yourself. What did you just learn about your self that you can apply to re-energizing and adjusting the course you’re on? Who can best help you?

What are you waiting for?  What are you waiting for? What are you waiting for? What are you waiting for? What are you waiting for? (Valentine’s Day is on the way!)

Hmmmmm? 

……….Visit Hal’s Guest Blog Posts………. 

GOT A SICK WEBSITE?> @http://bit.ly/6iYe6g 

WHAT’S YOUR T-SHIRT SAY?> http://bit.ly/7K0s4a

 LEADERSHIP SEARCH?> 12/30 @http://bit.ly/XhN1h

 DOES NO BEAT MAYBE?> 1/6 @http://bit.ly/74qlG5

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Are You Marketing to

Your “Inner Circle”?

     Besides your mother, there is no bigger fan support base for your business than the market that constitutes your “internal” (or “inner circle” of) customers. Perhaps you never thought of them as a market.

     Perhaps you never thought about who, exactly, makes up this hot prospect / top customer group. Here are some quick thoughts you might want to consider:

     Without exception, the best source of business is existing and past business. Most small business owners and managers realize this, if not overtly, then at least instinctively, and do a pretty decent job of catering to these special people.

     The second best source of business is your “inner circle,” your “internal customer market.” This is comprised first and foremost of your own employees and staff. And many owners and managers also recognize the potential attached to this segment of the internal customer market with things like employee discounts.

(As an interesting side note: In Ben & Jerry’s growth years, every employee was required by job description to take home 7 free pints of ice cream every week, which they of course served to friends and family and gave to neighbors, which became a seeding process to help create a “big buzz”! ), but . . .

     How many small businesses take the next step outside this innermost support ring? When did you last, for example, make special effort to gain customers from your vendor/supplier ranks?

     Think about the fact that at least part of the success of every vendor and supplier to your business (from manufacturing and office supplies, to specialized and not-so-specialized services) is dependent on your business’s continued success.

     Marketing? Ha! It doesn’t even cost anything to hand-deliver or email these people special announcements of special product or service deal considerations. The stronger your alliances with your vendors and suppliers, the more they’ll act as your UNcommissioned, UNpaid sales force as they make their rounds calling on other businesses. It’s like networking the networkers.

     Have you made efforts to similarly (perhaps more quietly) market your wares or services to outside visitors –including sales reps– who call on you in person or by phone? What about other businesses on your block, in your building, neighborhood, community, state or region?

     Internet social networks are not the only avenues for capturing customers from among those who already know of your existence and who may share some common ground. Put on your thinking cap, and keep open-minded. 

     And what have you done for or with the mass or industrial or professional media lately? Not only might those people be prospects for you, they have the ability to influence many others … So do you!

VISIT # # #  Hal’s Guest Blog Posts… 

GOT A SICK WEBSITE?> @http://bit.ly/6iYe6g 

WHAT’S YOUR T-SHIRT SAY?> http://bit.ly/7K0s4a

 LEADERSHIP SEARCH?> 12/30 @http://bit.ly/XhN1h

 DOES NO BEAT MAYBE?> 1/6 @http://bit.ly/74qlG5

 # # #               

Water, Sunshine, Fertilizer 

and Good Hard Listening!

     The most common report from thousands of employees (in hundreds of surveys done over the past 20 years) is that those who indicated they liked their supervisor all said something like:

“I like my boss. She listens to me.”

OR

“I like my boss. I can talk to him.”

      So maybe you don’t care about being liked? Then click off to some vampire/zombie site and be done with you. A little harsh? No, and do you know why? Because you should care.

     Because, even though management isn’t a popularity contest — and there’s surely some truth to the old saying that you don’t have to like someone to do business with him — reality dictates nonetheless that people who do like their bosses prove over and over that they are more responsive, more productive, and more loyal.

     Being liked comes from one place: mutual respect.

     Respect for others comes about most often from listening, not just hearing. Consider the following:

     During a hectic business day, it’s normal for your mind to wander when you’re listening to someone talk. Most people talk at a rate of 100-150 words per minute (double this if you’re a chimpanzee, a disk jockey, or a teenager). But we listen at the rate of 600-800 words per minute. In other words, our minds (those of us who still have them) are going at a rate about four times faster than someone is speaking.

     When you’re speaking, this speed difference works in your favor because it lets you think ahead. But when you’re listening, the speed difference breeds daydreaming and impatience.

     The ability to listen and observe aggressively — to really hear and see what someone is communicating has far greater business implications than simply gaining insight.

     In selling, there is no greater asset!

     Your employees and customers are constantly revealing themselves in ways that will go unnoticed unless you are aggressively involved in listening to them and observing them … instead of thinking about what you want to say and trying to figure out how to squeeze in your ideas.

     The statements people make about themselves— the signals they give off — are both conscious and unconscious (“body language” if you will), but understanding these signals enough to make some positive use of them depends entirely on your ability to pick up on them … to listen aggressively and to observe aggressively.

     Active listening requires practice, but it will help you get more from what people actually mean, which might be quite different from what they are saying. Oh, and you won’t daydream … there won’t be time for that when you’re busy listening and observing.

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www.TheWriterWorks.com or 302.933.0116 or Hal@BusinessWorks.US

“The price of freedom is eternal vigilance!”   [Thomas Jefferson]

Thanks for visiting. Go for your goals! God Bless You.

Make today a GREAT day for someone!

U B wearin 10 yrs?

(Where Will You Be In Ten Years?)

A long weekend with grandchildren beats two years of graduate school for practical small business development input education. It tops all the TV reality shows too! Assuming you can stop long enough to follow the latest WII~iPod~WiFi~Skype~Twitter~Facebook~Skiff~Kindle~YouTube APPS, you may have some sense of tech developments dragging business by the heels across the universe … but you don’t know Jack compared to most 8 year-olds!

• My 8 year-old granddaughter has her own website, illustrates and writes her own books, is into performance ice-skating, and plays on a girl’s basketball team.
• Her 14 year-old sister has her own weekly (sometimes daily) political blog, aspires to a Senate seat in 2026 as a stepping stone to the Supreme Court; she’s on a competitive synchronized ice-skating team.
• Their 12 year-old brother creates his own computer-designed amusement parks and roller coasters in between basketball and soccer team schedules and playing the trumpet in his school band. 

    Ho-hum, so do all kids today do that stuff. They’re all walking Googles with maniac time crunches. ~~~~RIGHT! AndYOU have kids in your life. And what are you learning from them besides that their lives are nothing like ours were when we were their ages. In fact, our existences have probably been closer to our parents’ existences than they’ve been to the lives of our own children … y’think?

     So where on Earth (or beyond) does that leave us with our world of small business when we take a step or two or three down the road apiece? Are we all tangled up in our past issues to the point of missing what’s happening now? Or — equally unhealthy — are we lost in future reveries to the point of missing what’s happening now?

     What keeps us centered and focused on the present? Young children, babies and puppy dogs all seem to possess that certain present, “here and now” sense of awareness, lack of inhibition, lack of preconceived notions or judgments, and — as a result — are able to think and create and innovate with reckless abandon!

     Take a lesson from them. Play on the floor, in the grass. Watch and listen. Let them lead; you follow. Ask and understand. What are they doing that can help you do a better job right now with what you’re doing? If you think that answer is something to sneer at, you may be having a problem with choosing your behavior. Maybe no one has let that be okay for you. Maybe you haven’t let it be okay for yourself! Why should you? Keep reading…

     So, here’s the kicker: Go to this link  http://bit.ly/Bb1Tw  now for 60 seconds; give up that adult resistance thing and put this “here and now” focus tool to work for yourself. Use it to pry open your business eyes and ears a little.

     I’m told by many that it’s changed their lives. Hey, and it’s free. Let me know how reckless you can let your thinking be with that one big problem that’s been making your business crazy. Go on. Tax your imagination. Start with this 60 seconds …   

# # #  

 LOOKING FOR LEADERSHIP? See Hal’s 12/30 Guest Blog Post at TBD Consulting’s Jonena Relth’s HIGHLY-RECOMMENDED site http://bit.ly/XhN1h

 WONDERING WHEN NO is Better Than MAYBE? See Hal’s 1/6 Guest Blog Post in BonMot Communications’ Angelique Rewer’s FREE HIGHLY-RECOMMENDED e-zine www.thecorporatecommunicator.net 

# # #               

America runs on small business!

Small business runs on

competition.

Competition runs on sales.

     It’s beyond me why no one in government has yet to figure out this relationship, or be able to translate it into the two following, near-unanimous, conclusions by leading national and global experts:

Free market price competition, state-by-state, is the only workable answer to healthcare reform.

Small business sales success is the ticket to job creation, and job creation is the only workable answer to economic recovery.

     I can understand that most politicians have little or no experience in business, but I cannot understand why they so adamantly refuse to acknowledge the truth of the two statements cited above … why they simply cannot deal with the simplicity of each. 

     They have political agendas. Who cares about their political agendas? Do you know anyone who cares about their political agendas? Our economy and our healthcare reform plans are sitting deep in the bottom of the toilet because our elected officials have agendas for self-aggrandizement, self-promotion, and self-preservation.

     Last time I looked, these people lugging around their agendas were supposed to be representing the taxpayers who have hired them. Hmmm, now there’s a unique thought! Just imagine how much would be possible to achieve if elected officials were not preoccupied with protecting their own butts.

     Imagine if politicians actually served those who elected them, instead of pandering to the government agencies, big business entities, and union constituencies who trip over themselves clinging to elected (and bought) coattails, seeking stimulus money to bail out of the holes they’ve dug for themselves.  

     In fact, ask any group of small business owners, and they’ll tell you that that federal and state government leaders are misguided, ill-informed, inexperienced, and completely unrealistic. They are trying to appease small businesses with a ridiculous, unnecessarily and overly-complicated loan program that no small business owner has time to deal with. And who needs a loan now anyway? Why do tax-incentives have to be Rubix Cubes?

     Government is trying to ramrod an unwanted, unworkable, astronomically expensive healthcare reform program down the throats of small business owners, and simultaneously smokescreen the public into thinking it’s in every one’s best interest when it clearly is not.

     Maybe America’s government and corporate giants and unions do run on donuts and promises and paybacks, but America’s small businesses are fueled by genuine competition, authentic innovation and accountable sales. 

• Small business owners know how to reform healthcare with free market enterprise price competition.
• Small business owners know how to fix the broken industrial manufacturing and financial communities with value-adding and innovation instead of cash handouts.
• Small business owners know how to turn the economy around by creating jobs that big business cannot. And frankly, it sucks that the government flat out refuses to give small businesspeople the chance to do these things that government is incapable of achieving.

     Competition makes life work. Sales are both the heart and the fuel of business. And small business is the engine of our economy. Small business owners don’t talk about “downsizing” and “cashing in political chips” and “taking loans to pay loans.”

     Small business ownerstalk about “opportunity costs” and “cashflow” and “innovation” and “asking and listening to their customers.” They equate sports with their businesses and use competitive terms like: Slamdunk! Goal! Hole-in-one! Gamepoint! TKO! Touchdown! Grandslam! to describe their sales efforts!

     Which sounds healthier to you?

# # #  

STOP THE GOOD

GREEN CITIZEN B.S.!

     This past week, I passed a dozen retail stores at night with their electric-lighted signs shut off. My opinion? Sheer stupidity that will end up as self-fulfilling prophesy. [My opinion? Nighttime or otherwise, “A business with no sign is a sign of no business!”]

     One major mall-anchor department store I went into had the escalator to the second floor turned off. “Well,” an ernest young employee I asked about it, told me, “we haven’t had enough shopper traffic since the Christmas rush to warrant the overhead costs. At least that’s what the boss told us.” [My opinion? Idiotic, panicky, self-defeating, misguided management.] 

     A retail warehouse shopping club I visited last week had half their lights off with a placard at the entrance explaining that they were “practicing energy conservation and good citizenship by not being a drain on community electric supplies.” [My opinion? That’s B.S.!]

     Pretty opinionated, huh? Well somebody’s gotta do it. Why not me?

     What’s happening here is that businesspeople who should know better have simply stopped thinking. They are all examples of smokescreen public relations, and of admitting that they have run dry on the kinds of innovative thinking that must emerge as pervasive in business today to survive and thrive in this lousy economy.

     “Lousy” economy? Yup. (Sorry; don’t shoot the messenger!) It is frankly not getting better any time soon (until GENUINE small business job creation incentives exist, and with all the token lip-service plans afoot, plus a zero-experienced government running the show, it’s going to be quite a while!).

     Unfortunately, the environment has become a scapegoat excuse for many businesses to cut back on expenses. It’s ludicrous to think that electric lighting cutbacks are substantial enough to offset the reality of lost business, or to think (and proclaim no less) that lower electric usage is benefitting society, and that customers should applaud shopping in the dark and hiking up stationary escalators.

     Here, ladies and gentlemen, is what’s at the heart of this blog message:

Utility cutbacks do not produce sales!

     Sales are what make business go. Sales are what stimulate small business to create jobs. Some may think it sounds good, but the truth is that GREEN is OUT right now. No one — outside of a ten-minute ring around Washington, DC, or Hollywood, cares. Show people how they’ll benefit by your products and services, and don’t allow others to make feeble excuses for their own incompetency in value-adding and catering to customer service initiatives.

     Or let your people focus on cost savings instead of sales … and die on the vine.

# # #  

 LOOKING FOR LEADERSHIP? See Hal’s 12/30 Guest Blog Post at TBD Consulting’s Jonena Relth’s HIGHLY-RECOMMENDED site http://bit.ly/XhN1h

 WONDERING WHEN NO is Better Than MAYBE? See Hal’s 1/6 Guest Blog Post in BonMot Communications’ Angelique Rewer’s FREE HIGHLY-RECOMMENDED e-zine www.thecorporatecommunicator.net 

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