I’ve been known to use the immense power of Portland’s Finest Advertising Blog to rip companies who either can’t or don’t feel like taking care of their customers. Today I want to salute one who got it right: Amazon.com. My wife had a significant birthday this past weekend. As part of her gift, I ordered […]
Most recent books on marketing and customer service recommend that companies monitor what’s being said about them on the Internet, and respond quickly to unhappy customers who express themselves there. Some companies are doing a great job of this. Today I’m going to find out if Holiday Inn is one of them. This post is […]
I wrote the other day about how companies handle a situation when something goes wrong — my newsletter company’s shrug still rankles. So it’s only fair to commend a local eatery who got it right. Last night my wife and had dinner at Portland’s Soluna Grill. We were seated quickly, and a waitress came by […]
Nobody’s perfect, and customers generally don’t expect perfection. Servers go down. Files get deleted, or misplaced. Messages are missed. Mistakes are made. As long as the snafus aren’t chronic, a good client will generally tolerate a problem once in a while. More important than whether something goes wrong is how you handle it. The subject […]
At a leather furniture store I worked with in my radio days, the general manager had this posted in his office: YOU DON’T HAVE TO LIKE THE FURNITURE. YOU JUST HAVE TO SELL THE FURNITURE. According to The Consumerist, that philosophy was recently taken to the next level by a sales clerk in Staples. Is this how […]