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Be Refreshing!

This week I got an email from Paulette Ensign at Tips Products International. She wrote:

Thanks so much for your email and for doing what you said you’d do when you said you’d do it. How refreshing!

Earlier this year someone else thanked me for providing information when I said I would. She too thought my behavior refreshing.

It’s an easy way to build trust with readers, customers, clients, coworkers, members, donors, and others: Do what you said you would do, when you said you would do it.

Are you refreshing?


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By Lynn Gaertner-Johnston

Lynn Gaertner-Johnston has helped thousands of employees and managers improve their business writing skills and confidence through her company, Syntax Training. In her corporate training career of more than 20 years, she has worked with executives, engineers, scientists, sales staff, and many other professionals, helping them get their messages across with clarity and tact.

A gifted teacher, Lynn has led writing classes at more than 100 companies and organizations such as MasterCard, Microsoft, Boeing, Nintendo, REI, AARP, Ledcor, and Kaiser Permanente. Near her home in Seattle, Washington, she has taught managerial communications in the MBA programs of the University of Washington and UW Bothell. She has created a communications course, Business Writing That Builds Relationships, and provides the curriculum at no cost to college instructors.

A recognized expert in business writing etiquette, Lynn has been quoted in "The Wall Street Journal," "The Atlantic," "Vanity Fair," and other media.

Lynn sharpened her business writing skills at the University of Notre Dame, where she earned a master's degree in communication, and at Bradley University, with a bachelor's degree in English.

2 comments on “Be Refreshing!”

  • Lynn:

    Great post! I’ve referenced it on my funeral home management and marketing blog as a lesson for funeral directors.
    So often client families (who are already emotionally raw) get further damaged because someone fails to follow through. Thanks for reminding my readers why “doing what you promise” is just as important as exceeding expectations.

  • Timothy, I am glad you applied this idea to your business. What you do is so important to your clients. Following through is crucial.

    Thanks for commenting.


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