Category Archives: Business 101

01 Aug
If the employees who answer your company’s phone can’t help, don’t let them pretend that they can.

Seth Godin recently delineated 6 rules for treating inbound customer calls with respect. It’s delightful reading, especially his idea to “have a bright red light flash on the CEO’s desk whenever anyone, anywhere, is on hold for more than 5 minutes. If it gets to seven, have the call automatically route

06 Jun
Why is there never enough time to do it right, but always enough time to do it over?

Uh oh. I just realized that if I don’t hurry up, I might take more than ten minutes to think things through. Don’t stop. Not even for a minute. To contemplate an answer. To put a thought together. Then what? Will Katherine Waddell Consulting get a reputation for moving too slowly?

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  • Blog, Business 101
  • 30 May
    Sorry, for starters…

    I don’t care if you run a mom and pop diner or a Fortune 500 company, customer service is always your first line of defense. And what’s the biggest weapon your defense has? Empathy. The ability to say I’m sorry. I know how you feel. Let me fix that for you. Your customers expect to

    07 Mar
    Back to basics.

    Sometimes it’s hard to recognize the marketing world today. We see companies and brands forget their roots, getting so caught up in the hype of digital and social, the radical and influential — they forget the simple things. They drive policies and procedures into their employees to the point where they lose their ability to

    12 Feb
    The cost of saying “yes.”

    Driven people are “yes” people. The employees you can rely on. The clients who are game to take on a new challenge. The friend who will be there no matter what. But life is about balance. Checks and balances. When we say “yes” to one thing, we always have to say “no” to another (even


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