Carolyn Browne Tamler

has helped hundreds of businesses and organizations with her thoughtful facilitation and research services. She also writes colorful and compelling articles about new business initiatives! Would this help you? Call Carolyn today!

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    p:| 360.222.6820
    c:| 425.351.7531

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    2055 Pheasant Farm Lane
    Freeland, WA 98249

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    10-23-14 Humans still communicate mostly non-verbally

    Recently, I walked into a business and the person behind the counter focused on the computer and the transaction, but didn’t look at me. My immediate response was to tell myself not to do business here again.

    Even in today’s internet world, most small business owners/managers frequently meet customers face to face.  Depending on what source you check out, you’ll find that human communication is 70 – 90% non-verbal.  Yep, even with today’s texting and networking, most true human communication is done without words. 

    How often have you received or sent an email or text message only to learn later that the communication was misinterpreted or misunderstood? 

    We obviously can’t make personal contact with every possible person who may do business with us, but when we meet someone coming into our business, it’s vitally important to make eye contact, have a smile and  let that person know you appreciate their business.  Interestingly, you will also find that when you smile you activate mirror neurons that makes the other person feel better.

    Here’s an excellent article I discovered about this:


    10-16-14 Tell the owner or manager if anything is wrong with your experience with a business

    Have you ever had a friend tell you about poor service they experienced at a restaurant or a retail store and learned that they were telling you something they never said to the owner of the business?

    Mistakes occur in any business situation.  The challenge is to learn about these mistakes and then to do something to acknowledge the error to your customer and apologize.

    If you’re a customer and you’re not satisfied, ask to talk to an owner or manager and let that person know about the problem.  If it’s a business that really cares about customer service, your comments will be appreciated and responded to.

    If you’re the business owner and you hear of a problem, or you are aware that something has gone wrong (for example, if you have a restaurant and the service hasn’t been efficient), if possible, talk directly to the customer, acknowledge the problem, and offer something as an apology.  You can also make it clear to your employees how important it is for them to say something when there’s a problem and to give your employees the authority to do something to rectify the mistake.

    Good customer service means no one ever leaves your business dissatisfied.


    10-9-14 More push to do something about

    Last week, I shared articles from Jim Hightower's Lowdown and the Seattle Times.

    I am hoping people share this information.

    I just opened up Huffington Post, and they have highlighted an article in The New Republic:

    Amazon Must Be Stopped It's too big. It's cannibalizing the economy. It's time for a radical plan.

    Please spread the word.




    10-2-14 support your local businesses and stay away from

    I’ve done several blogs about the importance of supporting local businesses on Whidbey.  It’s important to support local businesses wherever you live.

    You’ll realize it’s even more important when you read about what kind of business practices are done by, the giant on-line  retailer. has been pursuing a business policy of undercutting retailers everywhere, putting many businesses – especially local small businesses – out of business.  They also have a policy of treating their employees like workers in a third world country.

    Recently, I read two articles in Jim Hightower’s Lowdown, and when I went on-line, I found similar information in a Seattle Times article from a couple of years ago.

    Next time you need to purchase a book, how about visiting Josh at Moonraker Books in Langley.  If you need groceries, visit one of our excellent local grocers.  Wherever you can make the choice, spend a couple more dollars and patronize your neighbors.

     And, spread the word about

    It’s time to pay attention to what Jeff Bezos and his online retail colossus are doing

    Like Walmart, only with supercomputers and drones: At "cheap" comes at a very hefty price

    The story, part 2: The tax-dodging predator

    Amazon's ruthless practices are crushing Main Street--and threatening the vitality of our communities

    And, an article from the Seattle Times:


    9-25-14 An email may not communicate what you intended

    Have you received an email with several misspellings or grammatical errors?

    Have you received a group email that got sent around several times to several people, including you?

    Do you find yourself sometimes struggling to get through a long email, only to reach the end and realize you’re still not sure what it was all about?

    Have you sent an email assuming the other person would understand your words and your tone, only to get a response back that didn’t really relate to your intentions?

    I’m sure you can come up with several other items to put on this list. In our high speed communication age, we rapidly email and text and tweet several times a day. But, are we really communicating?  There are some disagreements about how much human communication is non-verbal, but I think that we all can agree that lacking voice intonation, facial expression, body language and simply feeling another person’s energy, words alone will not necessarily convey thoughts accurately.

    I have a bit of a silly streak in me (those who know me might say it is more than a bit). I learned a long time ago never to use my silliness in an email unless I was absolutely sure that the person knew me well enough to understand the communication (and I’m still not sure it’s wise to send anyone a silly email). Of course, I can add a :>), but……

    So, here are a few suggestions to avoid misunderstandings when emailing:

    • Keep it short and simple
    • If at all possible, save your sincere, serious communications for in-person or by phone
    • Read every email over before you press “Send”
    • If you are sending out a longer email or something with important information, make sure you have someone else read it before you send it
    • If you are feeling angry or frustrated with someone, DO NOT send them an email and let them know this; cool down first, and then make a phone call
    • If you are sending an email to a group of people, use the bcc, even if everyone knows each other. It will seem more personal and it will be impossible for someone else to press the “Reply all” and send out swirling emails that can drive us crazy.