Archive for category Customer Service

Your Call Is Important To Us…

It’s been a while… I’ve had an uplifting post in mind. Really.

Unfortunately for you, I’m a bit cranky, so you’re stuck with a rant in which I’m going to channel my inner David Meerman Scott.

(This is not to suggest that Mr. Scott is cranky – I don’t know him. But, in Real-Time Marketing & PR, he calls out those horrible automated phone attendant systems about which I’m going to bend your ear.) Read the rest of this entry »


Leave a comment

The Importance of Gratitude

When was the last time you felt appreciated for doing something?

I’m not talking about the “Thank you, please come again” mechanical type of appreciation.

Rather, the kind of genuine thanks that makes an indelible impression.

It felt good, right? Read the rest of this entry »

, , , , ,

Leave a comment

A Yin & Yang Customer Experience

My typical focus on this blog is about marketing the Storming of Thunder Ridge, a bicycling fundraiser. For today, however, I want to share an account of a recent dichotomous customer experience. Here’s the background…

When we bought our house, my wife chose a pair of sconce lights for the front door. They’re beautiful. And expensive. They’re made by Hinkley Lighting.

Last fall, one of them stopped working. Read the rest of this entry »

, ,

Leave a comment