The Owner's Manual

The Gift of Inspiration

So often we don’t think of inspiration as a tangible gift.  But ponder this – Think of a time when you were up against something that was really challenging.  Something that strained all of your resources – interior and exterior.  Did you have someone encouraging you? Was there someone there cheering you on, acting as…

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What Not to Say

I’ve been speaking lately on what to say – or how to craft a message that is powerful and memorable. After seeing blog posts of several of the people who attended my talks as well as hearing their introductions, I’m beginning to think I should be speaking on What Not to Say! A marketing take…

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Lip Service/ Customer Service

I subscribed to a well-known publication several months ago. It’s delivered six days a week and is a real pleasure to read….when I get it. I called customer service (which is outsourced to a separate continent where English is a secondary language). Around the tenth time I called I decided enough was enough. I emailed the General Manager with my complaint. I received a stock email back that afternoon saying that the problem was being attended to and I would be called that day. No call. I did get a call the following day. But in my email to the General Manager I said – maybe you need a system that sorts someone into a more customer oriented path once they have called three times.

I think some people would have cancelled their subscription, some would have blustered at a person with no power, and maybe some would have even kept on calling customer service.
But, here’s the question – do they really think that what they call customer service is that ….or is it just lip service? Having a strong brand means that you do what you say you will do.

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