Musings on Design, Entrepreneurship, and the Creative Economy

customer service

How to respond to bad press online

07/18/2009

Following up on my earlier post about customer service being the new marketing, I just came across a great example of how your business should respond to bad press online.

For some reason, an insensitive phone call with a Spanish speaking customer was recorded and uploaded to YouTube, to the embarrassment of Frank Myers Auto Maxx. It got picked up by a very popular blog, The Truth About Cars, giving it broad exposure. Immediately the comments started coming, all of them disparaging to the dealer.

Customer Service is the new Marketing

07/17/2009

Customer Service is the new Marketing is a mantra at Mural, and something we emphasize with our clients. We always make sure that customer service is a core value of our clients marketing efforts, because we believe that it’s an essential skill set in our new internet driven economy. I was recently contacted by an old client I did some work for about 4 years ago that proves how true this is.

This company is a family owned, but multi-million dollar HVAC company in the North Texas area. It was started by the current owner’s father decades ago, and has always maintained that small, family owned, low tech quality that can be a very endearing trait. They have done a lot of things right in the history of the company that has helped them grow to such a large size…