We chatted, and by the time I’d finished, I came out with a new Garmin Edge bike computer (I’ll write more about the horrible experience with Garmin’s site later). … This week in the mail I get this: What a fantastic piece of reinforcement of my purchase and a personal way to emphasize their personal service and support.
I’ve talked a lot about the Golden Rule – ‘treat others as you wish to be treated’ (what my mum used to quote, from the Water Babies I seem to recall “Mrs. Do As You Would Be Done By’) – because it seems to me to be the fundamental ethical plank for all businesses. Or…
Some weeks ago I received the attached message and new credit card form Citicards: I was not happy to hear that my personal data may have been compromised, but at least I live in a State that requires that a company tell me when such an event happens. In too many places that is still not the case and such an event can be quietly forgotten, more than six years after California became the first state to require such disclosure. … If one of my clients is ever in that situation my advice is to apologize, be contrite and ask what the company can do to make amends. … And to add insult to injury, I can no longer download transactions from my Citicard account into Quicken which I use for my business and personal finances. 12 weeks later, I still can’t.
I was fortunate to be involved in a (still closed) social network in support of Seth’s latest book “Tribes: We Need You to Lead Us” and there was, as you might expect, a local Bay Area group. … Seth not only knew that this group was meeting (out of 5,000 participants in the network) but took the trouble to make sure he had the host’s number and called to congratulate and encourage us.
He recently posted a very good way for ALL of us to think about our actions whether marketing or not. You can read the article here: Act like your mum is watching you Now if only we could get drivers to adhere to this principle too!
As it happens I was driving – via the Mojave desert and a few days of photography on the way down, and Yosemite for more pictures on the way back (you can see the results at www.brearleyphoto.com) and so chose my arrival to coincide with a drive through the Mojave National Preserve. … I get that she was completing something for the previous guest, but no greeting, no smile, no ‘I’m sorry, this is going to take me a moment’, I stood there, ignored whilst the people after me who were ushered to other clerks departed for their rooms.
This of all relationships was the most personal and close to home – my entire financial data and life – was simply passed on to someone I didn’t know – and I was told after the event. … I got a (very) strangely written form letter – it didn’t say so, but I got the impression that they were being obliged to close down by Ford – which said that there were two alternative Ford dealers close by.
They are a nice device and work well on aeroplanes (I got them after leaving TWO pairs of in ear noise-reduction headsets on aircraft inadvertently – never to be seen again).
…And it is clear that if you can get customers to try – especially when corralled for a long time in a perfect trial environment – they will buy.
Since I set up in business on my own, I’ve had an office at my photographic studio. When I moved in, there was no phone or internet service, so I scouted around. In short, I went with Comcast, they had a deal on, $21 for six months and $45 thereafter (more on THAT later), which…