Comments on: Follow-up Failure Can Happen to Anyone (Even us)

By: Daws

Daws — Tue, 18 Nov 2008 16:48:28 +0000

SOOOOOO glad election is over.

By: Joe Manna

Joe Manna — Tue, 11 Nov 2008 18:46:10 +0000

Kevin,

Thanks for the comments. I agree with you that follow-up is important to maintain the quality and value in your customer’s relationships. One of responsibilities in following up with people though marketing automation software is the oversight to make sure contacts are getting exactly what they expect.

We’re trying to open up, but as with any company, we are taking the steps we need to handle feedback from all clients through all mediums. Of course, we would love for nothing more than to be perfect all the time… but we live in reality. At least we can be open, listen and have valuable conversation with people who are passionate about their business and us.

Thanks again for the kind comments!

~Joe

By: jmask

jmask — Tue, 11 Nov 2008 05:27:52 +0000

Kevin – what a great comment. Not because you have a forgiving heart (although that is pretty cool) but because you brought this mistake we made to a personal level. Life is all about making mistakes; falling; and learning how to grow stronger on your way back to your feet.
It’s nice to know we have people like you to pull is back up.

By: Kevin Barrett

Kevin Barrett — Tue, 11 Nov 2008 01:08:04 +0000

P.S. The Relationship becomes stronger….

By: Kevin Barrett

Kevin Barrett — Tue, 11 Nov 2008 01:07:03 +0000

Just a bit of background, I have been involved with CRM and following up with customers, well, long before it was called CRM. In my trainings on this topic, I often say that it is sometimes better to have what the Aussies call a “Stuff-up”.. It happens to the best of organizations. It is HOW we handle that “Stuff-up” (Faux Pas)…. The really point is that if you do not have a system in place, you will never know you made a mistake, and to FOLLOW-UP on that mistake.

It is how you handle these things, that cements…. (Bonds) the RELATIONSHIP…. How many times have we made a mistake in our personal relationships? And we sent a long some flowers to our love ones, just to say, “I am Sorry”… If you have OPEN, REGULAR, QUALITY COMMUNICATIONS