THIS Is How You Take Care of Customers

Good news needs to travel as fast as bad news—am I right? To that point, I must give a public shout out to the young woman who’s in charge of my website development, especially the very complex PBI 2012 Print & Media Conference registration pages.

Kerri Stinson of Grow Socially is my project manager. She’s my primary contact, and if you know me at all, you know I can be a demanding client. This week, Kerri taught me so much about the right way to treat customers. I had to share.

To give you some perspective: my team and I have been working feverishly for weeks getting the conference site pages in order so that we could “open for business” on a certain date. Attendee registration is complicated in ways I won’t bore you with, but trust me, it takes a lot of work and proofreading and testing of forms.

Coincidentally, my team members were unavailable on the same few days this week—just when I began testing forms and proofreading every site page. I had pushed our development team at Grow Socially, and God bless them, they came through early.

There I was, badgering Kerri every few minutes—over several days—with emails to fix this and double-check that, all the while letting her know my “open for registration” date was sacrosanct.

How did she react? Let me tell you.

She was always efficient, professional and responsive.

If she wanted to smack or throttle me, she never let it show. Every communication we had was terrific and polite. (She may have been throwing darts at a voodoo doll with my face on it back in her office, but I couldn’t sense anything except service and dedication whenever we connected.)

She must have sensed my stress (Duh!), because she knew exactly how to treat me—with quick email responses that usually included, “I’ll look into this right away.”

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Long regarded as a print buyer expert and trade writer, Margie Dana launched her new business in 2013 as a marketing communications strategist with a specialty in printing and print buying. Now she’s on a mission to help clients build customer communities through carefully crafted content.

You may know Margie as the producer of the annual Print & Media Conference. Although she’s exited the event production business, she’s still publishing her Print Tips newsletter. She looks forward to helping companies create and style all of their content so their potential customers sit up and take notice. For details and to sign up for her Print Tips and new marketing blog, visit www.margiedana.com or e-mail Margie at margie@margiedana.com.
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Comments
  • jasonpinto

    Hi Margie,
    I just wanted to say thank you very much for sharing these kind words about Kerri Stimson. I’ve had the privilege of working with her for a year or so now, and she is absolutely a superstar.

    She is passionate about our customers, the quality of her work, and our employees. I am quite happy to hear that you have experienced that with her too, and that you’ve shared it with the world!

    Thank you,
    Jason

  • Matthew Sullivan

    I’ve had the pleasure of knowing Kerri about almost a year now and she works harder than anyone I know. Congrats Kerri, the recognition is well deserved!

  • Alphagraphics Columbus OH

    Thank you Margie for this amazing post. Dealing with customers is the most important thing for every business. Thank you for such a great post.

  • Charity Hall

    I loved this article! I am passing it on to my project managers to read!