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The most expensive fraud a household is likely to encounter arrives as a routine message from a person they have been corresponding with for weeks.
Continue reading The email that changes the wiring instructions, and why it arrives on closing day
A complaint lands in a queue, in front of a person with a script and limited authority. Knowing what that person can and cannot do changes how you write it.
Continue reading What happens to your complaint after you send it, and what makes one get escalated
Legal work is priced three ways and the quote you receive tells you what kind of problem the attorney thinks you have. That is useful information by itself.
Holiday coverage is a small scheduling problem and an enormous fairness problem. Staff read it as a statement about how the place is run.
Continue reading How you handle the December schedule decides who is still there in March
A job posting that attracts forty applicants and yields nobody hireable has done its job badly. The point is filtering, not volume.
Continue reading Hiring your first employee? Write the posting so the wrong people opt out
You closed the month with more revenue than costs and the checking account went down. Both facts are true, and the reason is almost never a mistake.
Continue reading Profitable on paper, empty in the bank. The questions a bookkeeper asks first