February 8, 2007

Get Real About Customer Relationships

When I call to complain about receiving unsolicted marketing emails, the company rep I speak with says I must have asked for the information since they would never send email to me otherwise. This from a company I've never heard of and whose telemarketing seminars are dsefinitely not of itnerest. When pressed, the rep does admit they sometimes send email to people who attend conferences where their company exhibits by culling email addresses from the conference attendee lists.

After asking two months ago for a sample journal from an association I was considering joining, I have received about 20 other mailings from including conference brochures, product promotions, and legislative bulletins.

Writing on his agency letterhead, my insurance agent uses our professional relationship to send me an offer to join a business referral and networking group. When confronted about his violation of his own company’s privacy policy regarding client info, he says he didn’t think I’d mind since he wasn’t trying to sell me anything.

One typical day. Three annoying examples.

If you and your organization are treating any requests or relationships with the inconsiderate autopilot mindset represented in what I’ve described above, don’t be surprised if you are reported as a spammer, do not get a new member to join your organization, or have your client switch to another service provider.

A whole lot of people need to get on the customer service clue bus and start respecting relationships if they ever hope to get any results.

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