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	<title>IT's a Hard Job</title>
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	<description>Helping business and IT people live together peacefully.</description>
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		<title>You don&#8217;t know how to spell their name.</title>
		<link>http://www.mann.com/blog/index.php/2012/05/you-dont-know-how-to-spell-their-name/</link>
		<comments>http://www.mann.com/blog/index.php/2012/05/you-dont-know-how-to-spell-their-name/#comments</comments>
		<pubDate>Wed, 16 May 2012 15:44:20 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.mann.com/blog/?p=425</guid>
		<description><![CDATA[Pieter. Jenifer. Cindee. Lisa. Leesa. Lissa. Spelling is personal. And nothing says &#8220;I don&#8217;t really care enough about you as my customer&#8221; than a simple spelling mistake. (By the way, my name isn&#8217;t Howard. I get called Howard all the time.) If you&#8217;re on the phone with a customer, don&#8217;t guess the spelling of their [...]]]></description>
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		<title>Why you should add &#8220;bottle service&#8221; to your menu</title>
		<link>http://www.mann.com/blog/index.php/2012/04/why-you-should-add-bottle-service-to-your-menu/</link>
		<comments>http://www.mann.com/blog/index.php/2012/04/why-you-should-add-bottle-service-to-your-menu/#comments</comments>
		<pubDate>Sun, 29 Apr 2012 22:38:46 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[management]]></category>
		<category><![CDATA[quality]]></category>
		<category><![CDATA[service]]></category>

		<guid isPermaLink="false">http://www.mann.com/blog/?p=414</guid>
		<description><![CDATA[Savvy nightclub owners tier their service and pricing, so "bottle service" is available to those who insist on a certain service level and are willing to pay for it. Everyone wins: great service for the patron, great tips for the server, great bar tab for the bar owner. That requires a structural modification to the nightclub, however, both physically and also in the training and brand management for its employees.]]></description>
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		<title>Triple-checking your work? STOP!</title>
		<link>http://www.mann.com/blog/index.php/2012/03/dont-triple-check/</link>
		<comments>http://www.mann.com/blog/index.php/2012/03/dont-triple-check/#comments</comments>
		<pubDate>Wed, 28 Mar 2012 16:25:05 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.mann.com/blog/?p=397</guid>
		<description><![CDATA[Are you triple checking your work? Why? To be extra accurate? Because you entered it wrong before? Because your boss told you to? Because it was in the job manual? If your workflow requires that much checking, your system needs an overhaul. Suppose you&#8217;re entering invoice information into QuickBooks and you need to ensure that [...]]]></description>
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		<title>Afraid to send out that invoice?</title>
		<link>http://www.mann.com/blog/index.php/2012/03/afraid-to-send-out-that-invoice/</link>
		<comments>http://www.mann.com/blog/index.php/2012/03/afraid-to-send-out-that-invoice/#comments</comments>
		<pubDate>Sun, 11 Mar 2012 17:26:04 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.mann.com/blog/?p=393</guid>
		<description><![CDATA[Ever had a waiter or restaurant manager tell you that they took something off the bill without you having to ask them to do so? Remember how that made you feel? You&#8217;re about to send out your invoice to a customer. Do you dread their reaction? Are you excited for them to get the invoice? [...]]]></description>
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		<title>3 &#8220;choice&#8221; mistakes made by service professionals</title>
		<link>http://www.mann.com/blog/index.php/2012/02/3-choice-mistakes-made-by-service-professionals/</link>
		<comments>http://www.mann.com/blog/index.php/2012/02/3-choice-mistakes-made-by-service-professionals/#comments</comments>
		<pubDate>Mon, 13 Feb 2012 16:15:51 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.mann.com/blog/?p=387</guid>
		<description><![CDATA[What do you do when your customer wants to do the "wrong" thing?]]></description>
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		<title>IM-terruptions</title>
		<link>http://www.mann.com/blog/index.php/2011/12/im-terruptions/</link>
		<comments>http://www.mann.com/blog/index.php/2011/12/im-terruptions/#comments</comments>
		<pubDate>Fri, 23 Dec 2011 22:03:34 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.mann.com/blog/?p=367</guid>
		<description><![CDATA[I see your name right there on my chat window. I have a question. All I have to do is click on your name and ask it. How easy is that? What could possibly be the problem? Letters were so carefully crafted back when horses delivered the mail. There were infrequent pickups and infrequent deliveries. [...]]]></description>
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		<title>Please don&#8217;t recommend this to other people</title>
		<link>http://www.mann.com/blog/index.php/2011/12/recommendations/</link>
		<comments>http://www.mann.com/blog/index.php/2011/12/recommendations/#comments</comments>
		<pubDate>Wed, 14 Dec 2011 23:18:27 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.mann.com/blog/?p=353</guid>
		<description><![CDATA[Internal recommendations (within your team) are not as innocent as they seem. They&#8217;re actually great ways to avoid owning responsibility. They&#8217;re speed bumps. They are harmfully harmless.  I know, they come from a good place,  well-intentioned, informed, group-oriented, but they nearly always require consensus and inevitably lead to delays. To a busy manager, a recommendation [...]]]></description>
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		<title>(dis)please advise</title>
		<link>http://www.mann.com/blog/index.php/2011/12/please-advise/</link>
		<comments>http://www.mann.com/blog/index.php/2011/12/please-advise/#comments</comments>
		<pubDate>Thu, 01 Dec 2011 19:58:03 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.mann.com/blog/?p=342</guid>
		<description><![CDATA[People love the phrase &#8220;please advise&#8221;. You shouldn&#8217;t. It&#8217;s a great way to lob the tennis ball back into the other person&#8217;s court. If you&#8217;re helping a business person, don&#8217;t use that phrase. Especially if they&#8217;re busy. Craft every message to a customer with a method that enables the executive to simply reply with &#8220;ok&#8221; [...]]]></description>
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		<title>Boomerang: I love you. I hate you.</title>
		<link>http://www.mann.com/blog/index.php/2011/11/boomerang-gmail-i-love-and-hate-you/</link>
		<comments>http://www.mann.com/blog/index.php/2011/11/boomerang-gmail-i-love-and-hate-you/#comments</comments>
		<pubDate>Mon, 28 Nov 2011 19:50:51 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.mann.com/blog/?p=323</guid>
		<description><![CDATA[I&#8217;m not one to use the term &#8220;revolutionary&#8221; casually. But this tool is revolutionary if you&#8217;re a high-frequency email person. Boomerang, I love you. &#160; Here&#8217;s the typical experience I have with most web tools: read a blurb about it sign up (mainly so I can get a short username) wait for the agonizing 13 [...]]]></description>
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		<title>20 years of work reveals 15 pearls</title>
		<link>http://www.mann.com/blog/index.php/2011/11/20-years-of-work-reveals-15-pearls/</link>
		<comments>http://www.mann.com/blog/index.php/2011/11/20-years-of-work-reveals-15-pearls/#comments</comments>
		<pubDate>Fri, 04 Nov 2011 05:26:39 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.mann.com/blog/?p=316</guid>
		<description><![CDATA[Reflections on 20 years in business]]></description>
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