Category: writing advice

business communication, business writing, writing advice, writing better

The 5 Most Overused Business Words and Phrases of 2020

1. Pivot – Understandably, some of us have had to reorganize our work and our personal lives, which is why this is one of the most overused words and phrases of 2020. I guess people like “pivot” because it brings up an image of turning on a dime or spinning quickly. I prefer the terms “adjust” and “adapt,” however, there’s also the traditional “change.”

2. Unprecedented – Yes, the pandemic and the economic fallout left in its wake are unusual. Everyone knows that by now. Less common alternatives include “unparalleled,” “extraordinary,” and even “freakish.”

3. “New normal” – The definition of “normal” is debatable anyway. The mass media has definitely pounded this phrase into the ground. I like more forward thinking updates, such as “the next normal” and “the new usual.”

4. Disruptor/disruptive – These words appear often at marketing agency websites. Traditionally, a “disruptor” interrupts something to cause problems (as opposed to solving them). Apparently, simply being “creative” is too boring.

Perhaps “disruptive” applies better to the pandemic. I get that in using it, they’re trying to appear hip, artistic, or even edgy, more dynamic than their competitors. But, if it becomes too commonplace, come up with something more original. Why not focus on projecting a more positive image? Maybe you’re really a “creator,” a “rejuvenator,” a “producer,” or even an “activist.”

5. Tone-deaf – I’ve been guilty of using this a few times, mostly when I refer to behavior that would have been more suitable before the pandemic. An alternative with a similar meaning is “inappropriate,” but its proper use depends on the context.

What do you think were the most overused words and phrases of 2020 (or now)? Feel free to comment below.

Need help finding the “write” words? Contact me.

Quotes

“Overused, incorrect, and fuzzy words have plagued writing for centuries.” ~ Ann Gynn, Content Marketing Institute, Stop With the Overused and Incorrect Words in Your Writing

Published December 1, 2020

professional writing, writing advice, writing better

5 Hallmarks of Professional Writing

1. Flow – Professional writing is clear and error-free, peppered with a variety of words and phrases. The prose is also lively, written in an active voice, and flows with a rhythm that pleases the eyes and ears. Oftentimes, behind the writing, a skillful editor has sewn all of these parts together to form a complete work that communicates a powerful message.

2. Fewer “to be” verbs – You might not even need them. You can rely on “is,” “are,” and other “to be” verbs in a pinch, but doing so too often shows that you could use more descriptive wording. Varying your word choice requires more time and thought, but it can pay off in better phrasing. Too many “to be” verbs also signal a lapse into the passive voice. For example, below, the edited passage helps readers see the activity.

Example: The car is speeding up the street.
Edited: The car raced through the street.

3. Everything adds up – Your writing should be clear and make sense. When someone makes a statement and leaves out some information, it may be open to interpretation. For instance, you can skew statistics to confuse readers. It helps to explain complex statements, especially those that involve numbers, to put them in the proper context. It’s more honest and ethical to “write what you mean and mean what you say.”

Example: A high loss ratio on insurance claims signals that an insurer pays a lot of claims and has lost money, which can affect its financial stability and credit rating. The ratio might not be so important if the company has a low market share or amount of customers in a given area. So, if Payout Mutual has a high loss ratio in Tennessee, it’s easy to state that, but to frame a more complete picture, include the company’s market share and any other details necessary to explain the concept correctly.

4. Style – If you’re writing for a company or a publication that follows a certain style that specifies how to format certain words, punctuation, etc. — whether it’s their own or a guide —  make sure you proofread with those guidelines in mind.

5. Originality – In an era when plagiarism is common, we should value unique and professional writing more. If you can’t say it better than someone else, you may quote and give credit instead. You can use information from other sources, but write it in your own words. It’s harder, but the effort is more rewarding than stealing someone else’s wording and calling it your own.

What do you think are the hallmarks of professional writing? Feel free to comment below.

Quotes

“It is perfectly okay to write garbage — as long as you edit brilliantly.” ~ C.J. Cherryh

“The scariest moment is always just before you start.” ~ Stephen King, “On Writing: A Memoir of the Craft”

Comments? Suggestions? Could your writing use a dash of professionalism? Contact me.

Michelle Troutman
classywriting.com

customer service, writing advice

5 Customer Service Methods to Boost Your Writing

by

Michelle Troutman

Have you ever had a client get upset because they misunderstood one of your emails? 😣 Though it’s rare, it has happened to me. It can occur if you don’t think through how the receiver will perceive your message.

A woman with short light brown hair wearing black headphones while seated in front of a white notebook computer; she touches one hand to one of the ear cups.

These experiences remind us to write more clearly and focus on aspects like the tone behind the text, which shows empathy for readers — like customer service reps. do.

Besides writing, I worked for several years in customer service, where it’s necessary to stay upbeat and diplomatic while resolving problems. Tough customers were sometimes challenging, but I learned how to communicate with compassion, a skill crucial for connecting with people.

Like writing, customer service involves following certain rules. If you disobey them, clients might not return.

These customer service writing tone tips and other methods can help you connect with respect for your readers.

In these videos based on this blog, explore how customer service skills translate into content that connects with clients.

1. Remember your readers – Whether you’re drafting an email or advertising copy to influence someone to act, you’re often using persuasion, which involves customer service writing skills.

If you don’t think about who you’re writing to, you can forget their feelings and fail to connect with them.

Example: A social media post that lists a new project management tool’s features rather than describing how they improve productivity.

In marketing terms, buyer personas help you see and understand your ideal customer. They let you focus your writing to address their pain points, like missing deadlines or juggling several projects. Customer service follows a similar personalized approach, tailoring messages to users’ unique problems and using appropriate language to resolve them.

Both methods work best when you emphasize the positive while you keep the reader and their feelings and desires in mind.

Example: The Super Back Scratcher is currently out of stock. Don’t worry, though. The all-new Super-Duper Back Scratcher is now 20 percent off for a limited time! [Tell customers the truth, then add a positive spin when possible.]

We listened to you and designed the all-new Super-Duper Back Scratcher with more comfort and control. Its soft rubber tips gently massage away aches and itches, while the fully adjustable handle lets you reach every spot easily. [Accentuate the positive.]

2. Stay friendly and listen – If you smile while you write — like a customer service rep. would do while they speak — it can boost your tone. Apologize for problems like mistakes or delays. But be receptive. If clients don’t tell you what will satisfy them, ask and listen, showing a genuine desire to understand their needs.

3. Say it simply – When I was a customer service rep., I learned people listened and retained more when I spoke less. Keep your writing concise, with short words and sentences in plain English. If necessary (and possible), link to more details. This helps readers remember and grasp the information quickly.

4. Stay professional – If you call a helpline and someone answers, “Yo, what’s up?” it’s like lapsing into text-speak or “textese” (e.g., “GR8 to speak with u today.”). Taking shortcuts doesn’t set a clear or respectful tone. Build trust and credibility through writing without errors, jargon, big words, and missing or misplaced words.

5. Personalize – Would you rather read that your order has been processed or be greeted by name and thanked for your purchase? Like a friendly customer service rep., add warmth with a personal touch.

When you practice customer service writing skills, beyond “hello,” add a salutation to your emails (“cheers,” “best wishes”). Avoid the robotic passive voice — if you wouldn’t say it, don’t write it. Use personal pronouns like “I,” “we,” “you,” “our,” or “us” to forge a connection.

Discover how to reach clients who value and respect you and your business

get my checklist to create content to reach the right clients

How have you used customer service writing techniques? Do you have any customer service writing tone tips to share? Leave a comment.

Quotes

“People will soon forget what you said. They will forget what you did. But they will never forget how you made them feel.”

~ Dr. Maya Angelou

“Before sending your customers any type of communication, ask yourself these questions:

  • Did I use any language (acronyms, industry-specific terms, etc.) that could be misunderstood by my customers?
  • Can anything be rewritten with more clarity?
  • Would it make sense to someone from another planet?

Removing the jargon ensures you are communicating clearly at a level your audience understands. Never assume your customers know what you’re talking about.”

~ PATLive

improving your writing, writing advice, writing better, writing consultation

5 Lessons Everyone Can Learn About Writing

1. How to turn a phrase – Some people feel that they need to learn about writing. English could be their second language or maybe they got poor grades in school. Their problem areas include everything from proper grammar and punctuation to spelling, sentence structure, tone, and transitions. It’s helpful to learn about writing to improve, but you don’t need to know every technique to write well. For instance, spell-checkers like Grammarly help me correct errors in communications I draft quickly, such as emails, social media posts, and other memos.

2. How to shorten your writing and save time – Perhaps you feel you have too much to say — jotting everything down briefly and clearly becomes a chore. For detailed thinkers, it can take hours to accomplish. It’s possible to use fewer words to finish sooner.

3. How to sound like yourself – Some people think they speak better than they write. Others believe they have limited vocabularies that show they’re clueless about writing. They wrestle with writing in a way that sounds natural to them. Instead of talking down to their audience, they can use certain methods to speak to them in their own voices.

4. How to start writing – When you jot down your thoughts, you may feel overwhelmed and unsure about where to begin. Perhaps you believe you have too many ideas or “overthink” concepts. Maybe you see things and fumble to connect words with them. In a few simple steps, you can ease into writing your first few sentences.

5. How to accept your writing – Often, we’re too hard on ourselves. Some people have told me they write poorly and can’t focus. They worry that their grammar is bad. They lack confidence in spelling some words and think they should already know how. They’re perfectionists; they organize paragraphs over and over or fight to find just the right words.

No matter the writing problem, when they must write, they don’t. Instead, they become prone to distraction and find excuses to delay writing, which can include bad timing or the need to get in the right mood. One of the first ways to get beyond procrastination is to stop judging and just write.

You can’t learn about writing through reading just one article. Coaching or consulting offers a deeper “dive” to give you a better understanding. It starts with a free 30-minute meeting. Learn more.

Quotes

“The capacity to learn is a gift; the ability to learn is a skill; the willingness to learn is a choice.” ~ Brian Herbert

“What we have to learn to do, we learn by doing.” ~ Aristotle

What do you struggle with in your writing?

blog, blog writing, blogging, blogging for business, business blogging, writing advice

5 Steps to Write a Blog Post From Start to Finish

1. Brainstorm. To write a blog post, find a topic interesting to your target market through surveying customers or analyzing data, such as keywords they search for. Competing websites can also spark some inspiration. If you want higher page rankings through Search Engine Optimization (SEO), research keywords with Google Ads or other tools and questions people ask. Add those words or phrases to the title and subheadings or to the content, as relevant.

2. Research and outline. Research can help you narrow down the topic of your post. Outline, or have a rough idea of what you will write about. Lists are another, easier form of outlining. For non-list posts of 800-1,000 or fewer words, cover two to four main points. For example, a post about how to get a home ready to sell could include advice on pricing the property and making it appealing to buyers (cleaning it, clear photographs, etc.).

3. Write. When you write a blog post, start with the most interesting parts of the topic. Lead into the body of your topic and reach your conclusion. You can write a call-to-action in the middle (better for longer pieces) and at the end to promote products or services, or ask readers what they think of the topic to generate comments. HubSpot offers some blog post templates for inspiration. Add appropriate keywords at or near the top and linking back to any of your existing articles on or related to the topic to enhance SEO.

4. Make a headline. After you’ve written the article is a great time to create your title; if you’ll use SEO, remember to include your keywords. Adding a benefit can also increase interest. Titles for lists tend to be easier to write.

Example: 7 Little Known Tricks for Increasing Pay-Per-Click Leads

5. Edit, proofread, and compile. To save time, run your piece through spell-check first, then the Hemingway App. Then triple-check your spelling, grammar, and punctuation on-screen and printed out. Read it aloud. Have someone else look at it, too. Add a relevant photo for greater visual appeal and check the overall format to see if it’s easy to scan. Also, before you publish, check facts and any links, that you included any SEO keywords, and that all is correct. And ensure that you’re not making these common blogging mistakes.

The Classy Writing Blog

How I Write a Great Blog Post for a Client

“Not sure how to write a great blog post? A great blog post should answer any questions your reader has while it informs and entertains him or her….”  Read more.

Quotes

“The first thing you need to decide when you build your blog is what you want to accomplish with it, and what it can do if successful.” ~ Ron Dawson

“Don’t try to plan everything out to the very last detail.  I’m a big believer in just getting it out there: create a minimal viable product or website, launch it, and get feedback.” ~ Neil Patel

Comments? Suggestions? Need help? Feel free to contact me.

Michelle Troutman
classywriting.com