Chapter 6 Neutral and Positive Messages

1. Chapter 6 Neutral and Positive Messages

2. Neutral and Positive Messages

3. Neutral and Positive Messages

4. Link to the full story on the blog. Boeing 787 Dreamliner Ready for Service Boeing's long-awaited 787 Dreamliner is ready for delivery to its first client, All Nippon Airways. At $20 million per plane, the Dreamliner uses 20% less fuel than its competitors, has cleaner cabin air, and debuts new lighting and design elements, such as button-controlled window lighting and touch-screen monitors for entertainment. Read the press release. How is it organized?

5. Organizational Approaches • Is most common for neutral and positive messages • Attracts attention, starts positively, and saves time

6. Organizing a Neutral Message (Request) Major Idea First Present as a direct question, statement, or polite request. Hi Ken, I'm planning a new event for clients, and I could use your advice on holding an event like this.  You did a great job for the Hilltop Conference, a much bigger event.  The event will be for our top 150 clients, and of course, you’re included.  We haven't decided on a venue yet.  Were you happy with the Stonewalk Center, or do you have other recommendations? Also, what do you think about our hiring a professional event planner? I know you do all of the work yourself, but I'm concerned about my abilities!  Do you have someone you could recommend? I would appreciate any guidance you’re willing to offer before July 15, when I have to meet with Carl. If you would rather talk on the phone than reply by email, you can reach me at 569-6314, or let me know a good time to call you. Thank you, Siobhan Explanation and Details Explain initial request, include background information, and identify benefits. Friendly Closing Express appreciation, state deadlines, and be specific.

7. Neutral and Positive Messages

8. Using Instant Messaging at Work

9. Neutral and Positive Messages

10. Responding to a Neutral Message

11. How Can You Improve This Response? Question(sent by email) What colors do you have available now for the Honda Civic? If I want a different color, how long would I have to wait? Answer(sent by email) Atomic Blue, Taffeta White, and Tango Red. For other colors, it depends.

12. Did You Include… What else may be important to the customer? • Wait times for specific colors? • Interior color choices? • By when the current colors may still be available? • By when other colors should be ordered? • Contact information? • Encouragement to purchase (promotion)?

13. Neutral and Positive Messages

14. Types of Goodwill Messages

15. How to Write a Meaningful Goodwill Message

16. Neutral and Positive Messages

17. Deciding Whether to Respond Social Media Posts You have found a post about your company. Is it positive? DISCOVER YES NO Happy Will you respond? EVALUATE Degrading Monitor YES NO NO Fix the Facts Misguided No Response YES YES NO Unhappy Restore the Relationship YES NO Reach Out Consider RESPOND

18. Would You Respond to This Comment? How?

19. How About This One?

20. Engaging Customers Online: Starwood What differences do you notice between how Starwood Hotels and the Gap “engage” customers on Twitter?

21. Engaging Customers Online: Gap Which is the better approach?

22. Video Suggestion

23. Avon CEO Accepts an Award • What are Andrea Jung’s key messages in her speech? • What most impresses you about this speech? • What would you suggest that Jung change if she delivered this speech again?