Archive for the ‘ Reputation Management ’ Category

Social media once again reveals the a**h***s

We all have our bad days. But when your bad day ends up in the social media viral loop, or on CNN’s website, your day just went from bad to f***ed-up.

Over in my Legal Marketers Extraordinaire group on Facebook* we’re discussing the LinkedIn rejection letter that has gone viral, as well as the founder of the latest pay-to-play on-line network for lawyers. She’s a peach. I’d link to a story about her, but, if you do your own Googling, you’ll understand why I won’t.

* message me via The Legal Watercooler page the email you use for Facebook for an invite

I suppose time will answer a new age-old question to rival the chicken and the egg:

Which came first, the a**h*** or social media?

Right now I have to go with a**h***s.

Continue reading

We are all Moore. We are all Boston.

20130520-215913.jpg
I am beside myself tonight. The news is horrible coming out of Moore, Oklahoma. And it keeps getting worse.

But that is not what is upsetting me the most.

It’s the damn auto tweets and posts that seem so out of place between the devastating news.

Here I am. Sitting safe and sound in Los Angeles. Yet I feel like I am there.

Social media provided me a first hand account of what was happening to my friends and colleagues in and around Oklahoma City today.

  • Patrick picked up his kids at school while his wife was huddling in the stairwell of her work.
  • Stacy was with the kids in the middle of the house as the storm passed through Tulsa.
  • My friend Tim is a reporter in Norman. I sent him a note via Facebook. I cannot imagine what he has seen today.

When The Voice tweeted out asking who I was going to vote for, I replied:

@heather_morse: .@NBCTheVoice no voting. Too busy praying for the missing children in Moore, OK. #stopautotweets

A few if us are commenting on Twitter how the auto tweets need to stop. It was only a month ago I wrote this piece, When tragedy strikes pull your auto posts immediately.

And yet someone on my feed defended them. She’s from OK. She thinks it’s OK to tweet about other things.

I disagree.

When you have hundreds, if not thousands of followers, you don’t know who is going to be offended. Who is turning to Twitter or Facebook to try and find and connect with family since phone lines are down.

How hard is it to just stop for 24 hours? Give everyone a breather from what you are eating, or what seminar you have coming up? We don’t have to always have something witty or pithy to say.

What does the disregard for others who are personally impacted by a disaster like this say about your brand? About you?

And it’s not just in social media.

I had an “owner representative” from my timeshare call me tonight. I told her that I found her call to be highly ill timed due to what was going on in Oklahoma. She didn’t get it and, oops, we were disconnected. Normally I’d call back and complain, but I was too invested in the news to care.

All I know is that tonight my heart is breaking for people I do not know. For the children. For their families. For the young man who was crying that all he owned in the world were the clothes he was wearing and his shoes.

I don’t want to be sold anything right now.

I don’t want a robo-call or auto post to invade my space.

I am turning to my social streams for news. Updates. Hope.

To quote Woodsy Owl, “Give a hoot. Don’t pollute” my social streams.

The Legal Naughty & Nice List

06.10.11 christmas stockWell, tis the season and all.

I’m checking out BTI Consulting‘s latest survey where GCs name the most arrogant law firms, and there are no real surprises.

According to Law360’s article, GCs Name Most Arrogant Law Firms:

As the legal industry rebounds from the recession, cockiness is also on the rise, as the number of firms deemed arrogant in a new survey of corporate counsel has ticked upward since last year and doubled from what it was two years ago.

The 2013 BTI Client Services A-Team report, published by The BTI Consulting Group (Wellesley, Mass.), suggests that many of the nation’s legal powerhouses have returned to their smug old ways, no longer desperate for business and no longer willing to budge on fees or otherwise give ground to clients.

So who made the list??

This year’s naughty list includes: Skadden, Kirkland & EllisCravath, Hogan Lovells, Jones Day, King & Spalding, Latham, Quinn Emanuel, Sullivan & Cromwell, Wachtell and Weil Gotshal.

Lest one equates arrogance with service, only four of these firms made BTI’s Top 30 in client service.

As for the Nice List? Here’s the 2013 Client Service 30. The top 10 are:

  1. Jones Day
  2. Mayer Brown
  3. Skadden, Arps, Slate, Meagher & Flom
  4. McGuireWoods
  5. Seyfarth Shaw
  6. Thompson Hine
  7. Kirkland & Ellis
  8. Faegre Baker Daniels
  9. Baker & McKenzie
  10. Sullivan & Cromwell

And, yes, Virginia, it is possible to make the Client Service 30, while avoiding the Arrogance list entirely. Just ask nice guys Seyfarth Shaw, Thompson Hine, and Littler Mendelson.

So, what does this mean? Not too much, obviously. When it comes to “bet the farm” litigation, the “like” in “know, like and trust” can often times be thrown out the window. You need your team to win at any cost, and you’ll put up with that “arrogance,” along with the hourly rates of over $1000.

However, are you going to put up with that type of arrogance or behavior when the stakes are not as high? Or will you take your business elsewhere? Seeing the profits and revenues of the AmLaw 100 and 200, I’d say a lot of that work is being spread about the country. And, according to the Go-To Law Firms ® list, not one firm holds a lock on any one company.

As the recession did show us, corporate counsel are willing to take their business elsewhere, and that is not about to change any time soon.

So while making the arrogance list might lend a smile to the smuggest of the smug, it should also raise eyebrows of caution.

Number one on the client service list, Jones Day, is quite capable of handling any work that the other firms might have. Sure, they are on the arrogance list as well, but not so high as to make the news stories.

—-

If you don’t know BTI, they slice and dice all the fun information on how general counsel see, view, and hire outside counsel; how and if they will spend money; what drives the purchasing decisions. Great pie charts. You can download (for a price) the full BTI survey here.

Mind your (techie) manners

Thank God the elections are over.

I survived my first camping (IN A TENT) trip with the Girl Scouts at Camporee!

Nuts & Magazine sales are on for Girl Scouts.

Not to mention the Mixed Bag Design fundraiser at our school, which ended on Monday; and the See’s Candy sale, which started on Tuesday.

Fall volleyball season is over for the girls; already signing them up for the Spring.

The Sports Dude is scheduled for his big surgery Thanksgiving week (no cooking for me this year).

Sadly, we are also dealing with a parent with terminal cancer.

Good new is, I can’t complain about having too much time on my hands.

But it is time to turn my focus back to legal marketing and The Legal Watercooler, and what better way than with Emily Post’s new rules of tech etiquette for the office.

For those of you who thought etiquette ended in the days of Downton Abbey, you are wrong.

Social norms, while in flux, still exist and we need to find our way through the haze (which is now legal in several states, I hear).

From the above linked article:

These days, employees seem to care more about connecting with their devices than with their fellow colleagues.

In fact, 4 in 10 HR managers have received a complaint about an employee’s improper use of mobile technology in the work force, according to a recent study by Intel. The most common complaints? A phone ringing during a meeting (60 percent) and using a laptop to check email or surf the Internet during a meeting (44 percent).

Does that mean you shouldn’t ever take helpful gadgets with you to meetings? No. But how we deal with these modern-day peccadilloes is constantly evolving.

Technology is here to stay, so deal with it.

I bring my iPad to meeting to take notes, read documents (have you seen what the LMA Board Book looks like??? Puts the Vogue September issue to SHAME), and, yes, keep tabs on the office. Discreetly.

I have to use my common sense, however, at all times.

When I attend a conference where I intend to live-Tweet or blog, I introduce myself to the speaker, letting him or her know that I am not tapping away to be rude, but am communicating their message to my followers.

When I am at a business event, or social functions, the iPhone is put away, unless there is an emergency that I am following (personal or professional).

To completely plagiarize from Miss Post, our smart phones are not additional utensils meant for the dinner table, and really should be kept out of sight.

Don’t get me wrong. Technology is a beautiful, beautiful thing. But it can also be more than a distraction.

At home, we are having to institute some rather strange rules, such as “no technology in bed after 10:00 p.m.”

Our punishments for the kids seem to revolve around technology: “If you hit your sister, you lose your iPod for the weekend,” and, “If you annoy your sister to the point that she hits you, no YouTube for the weekend.”

I don’t think that the final book has been written about technology and etiquette, but as we all make our way through the maze of (tech) life, I have found a few articles that might be of help:

Or, when in doubt, follow my simple rule: “Don’t be an a**hole.”

 Illustration by Ross MacDonald/Photograph by Kang Kim via RealSimple.com

The First Rule of Legal Marketing

TRUST. If you ask me, the first rule of our profession is trust.

Without trust we cannot do much in our firms. Without trust we cannot learn and share with one another. Without trust we cannot mentor, or be mentored, by the incredible leaders of our profession, who are still around. Which says a lot about who we are as a community.

We had a breach in trust yesterday.

I started a Facebook group for legal marketers a year or so ago. I had a question I needed to ask. I should have known the answer, but I didn’t. I didn’t want it posted in a public forum where it would live there forever. So I started a group with a dozen or so of my legal marketing friends. Not all LMA members.

I invited my friends to invite their friends, and the group has now grown to 257. I don’t even know a lot of these folks. But I still feel comfortable openly sharing. If I trust you, and you trust your friend, then I trust your friend.

Per Facebook rules, the group is “secret” so that our conversations remain completely private on our personal walls, but is open to all to join. (If you want to join the group, send me a message on Facebook).

But whether on Facebook, in an e-mail thread, at an LMA meeting, or a board meeting, we legal marketing professionals openly share with one another.

We don’t collude or plot, but we share our difficulties and frustrations that come with our jobs, and seek out solutions to our challenges from our peers.

This level of trust amongst us has allowed us to create something really, really special: friendships.

I count amongst my closest friends members of my profession and/or professional association. Some are service providers. Some are competitors. Some are true peers.

These close friendships allow me to not only do my job better, but allow me to be a better and more authentic Heather.

I trust you to see the vulnerable me. The real me.

When I am mentoring new members of our profession, I always start by telling them about this trust thingie we have going on. How you can pick up the phone and call anyone. How you can ask a stupid question.

In the past 14+ years that I have been doing this, I can honestly say that breaches in trust are few and far between, but the damage one breach can cause can be immense, and can do great harm.

However, I would caution all of us to not allow these rare breaches of trust to impair our culture of trust. It’s what makes us special. It’s what makes us a better community. It’s what makes us better legal marketers. And it’s what makes us better friends.

No More Excuses. Learn This S*** Already

Jonathan Fitzgerrald, CMO, Greenberg Glusker (Bad for the Brand and so much more) and I sat down yesterday to discuss our upcoming Webinar Best of the Web for Professional Development.

Of course, a Vente iced-coffee propelled us off topic now and again, and at one point we started ranting about legal marketers (none of whom are reading this, so we were not talking about you, in general or specifically) who REFUSE to learn or participate in social media, and are clueless about legal (business) technology in general:

  • I don’t get it.
  • I don’t have time.
  • I’m too private.
  • That doesn’t apply to me.
  • I like to keep my work and private life separate.

Get over it. You don’t have the luxury of remaining clueless much longer. If the lawyers need to know and understand this “stuff,” so do we.

An article in today’s Law.com, Are Proposed Changes to ABA Ethics Rules Too Little, Too Late? (free subscription),  includes a whole nifty section on how lawyers “must be technologically competent.”

The commission has proposed that “Comment 6″ be revised to read: “To maintain the requisite knowledge and skill, a lawyer should keep abreast of changes in the law and its practice, including the benefits and risks associated with relevant technology, engage in continuing study and education and comply with all continuing legal education requirements to which the lawyer is subject.” (Changes noted with italics.)

These additional words are a game changer. In a surprising statement, the commission stated that “this obligation is not new. Rather, the proposed amendment emphasizes that a lawyer should remain aware of technology, including the benefits and risks associated with it, as part of a lawyer’s general ethical duty to remain competent in a digital age.” (emphasis added)

There you go folks. The pre-season for social media and technology is over and game is on.

If lawyers are operating in a cloud, using Dropbox on their iPads, opererating in a virtual environment, communciating and blogging digitally and remotely, than you must understand how this works. Period.

You don’t need to be fluent in tech and social media, but you need to be conversant and knowledgeable. This is not something you can downsource to a recent college grad sitting in a cubicle.

And it’s not just about doing a good job at your firm right now. It’s about your next job and your career in general.

Just like you need to know and understand how to use Word and Excel as a basic tool, you need to understand and know how to use Twitter and LinkedIn, at least in their simplest forms. Not to mention how groups, lists, and hashtags really make these applications soar.

How are blogs being used? And what is an RSS feed? And why do people care so much about keywords, tagging and hyperlinks?

I could go on and on, but I’m just preaching to the choir here.

Call it link bait, if you will, but here’s my lawyers, legal marketers and Chick-fil-A post

So, here’s my take on the whole Chick-fil-A debacle going on in our country:

And that’s what it should be for those reading this.

Why? Because we are service providers. We provide something to someone else, based on our personal reputations, and they pay us for doing it.

We get hired because people know, like and trust us.

And, judging from the lines around the blocks, looks like this is a hot-button issue, and you just never know where someone’s take (client, boss) might fall.

In regards to this whole debacle, I can have an opinion, you can have an opinion, and so can all the “theys” out there.

But the rhetoric has gotten out of hand, the passions are out of control, and just like abortion and politics, looks like we shouldn’t talk about crappy fried chicken sandwiches (which aren’t good for you anyway) in polite company any longer.

Here is all I have shared about this whole thing:

Mr. Cathy has his First Amendment right to say what he wants to say, believe what he wants to believe, just as long as the government doesn’t get involved, I’m fine with it.

Make no mistake, I might not like what he says, but I support his right to think and say it.

I’m also fine with withholding my dollars from his establishment (which I was anyway, so it won’t make a difference, see comment about crappy food above).

I’m also for having a dialog on why people were lined up for hours to buy a crappy chicken sandwich and why that is causing pain to people I love.

However, as partners of law firms, executives and employees of said firms, we are visible representatives of the entire firm.

Speaking out in an unprofessional way, publicly, even if limited to our “private” Facebook walls, can hurt our businesses and reputations.

It can hurt the business of your partners. And it can hurt the business of the folks who pay you to do your job.

Unless you poll every single client, employee, and employer about ever nuance of their politics, you are walking a fine line when these issues come into focus.

And the elections are still months off. Oy vey.

Unless you have chosen to draw a line in the sand and not do business, ever, with companies you do not philosophically believe in 100%, 100% of the time, you need to STFU, and tone down the rhetoric.

Just ask the (former) CFO of Vante, a medical device company. He decided to post a video of himself harassing a Chick-fil-A employee (Vante CFO Adam Smith fired for rude behavior at Chick-fil-A).

Was it worth it to Mr. Smith? I don’t know. Perhaps in the moment he found great satisfaction. In the short term he is out of a job.

Perhaps it will lead to a bigger and better job with a company more welcoming of his style. Only time will tell.

Will this video follow him forever when companies do their due diligence during the hiring process? Yup.

Either way, it is living proof that the First Amendment protects your speech from government intrusion, but not your boss’ wrath.

At a former firm it was pounded into our heads, for good reason, that we are agents of the firm.

As an agent of my firm, I can have my opinions, but if my opinions negatively impact on my employer’s reputation, then I need to self-censor myself.

Notice: I said self-censor.

Once again, not saying to not share your beliefs. Just saying, tone down the rhetoric.

Now, who’s up for Tito’s Tacos??

Joe Paterno, our fiduciary duties, and our moral responsibilities.

Photo via The Onion

Joe Paterno’s statue is coming down today.

I am not a Penn State alumni, so I don’t have a personal or emotional stake in this, but I do have opinions.

My opinions are coming to focus in on where our fiduciary duties as leaders in our businesses, as departmental heads, as board members, conflict with our moral responsibilities.

When I think of the Penn State scandal, I see Joe Paterno’s dedication to the football program as being so profound, that he allowed that fiduciary duty to the football program to supersede his moral (and legal) responsibility to protect the children involved.

And there is no defense.

Penn State made this man the center of their identity, and for good reason. They erected a statue to his honor. And he failed them.

Paterno’s moral and legal failures were so profound that they continue to receive round-the-clock coverage in the 24-hour news cycle.

But Paterno is not alone. He is just the most well-known.

As leaders, we are all confronted with moments when our fiduciary, ethical, moral and legal responsibilities collide.

I have a fiduciary duty at work in my department. If someone confides in me, I am an agent of the firm and I am duty bound to report it.

As an agent of the firm, I can become privy to information that can be harmful to the firm, and which some might want to sweep under that rug in the lobby, but there is a moral responsibility to make certain it does not.

As a member of a board of directors, it is my responsibility to raise my hand and ask questions if I am not comfortable. I cannot blindly vote on a recommendation.

I am not perfect, and do not think myself above another, but I have resigned from positions when I was unable to resolve my moral and fiduciary responsibilities.

Joe Patereno’s legacy, to me, is that when confronted with that profound a conflict between moral and fiduciary duties, we need to rise above and do the right thing whether it costs us our jobs, our positions, our reputations. Sometimes the wrong is so great that we cannot allow our ego and pride to stand in the way of that right action.

When your name is on a company, a building, or is immortalize in a statue, you have a greater responsibility as well: Legacy.

My family name is on several buildings, is associated closely to an industry. I have family members immortalized in statue.

When they did the wrong things, when they chose self-interest and self-preservation as the easier way, they tarnished that name and destroyed legacies.

There is no easy way out here. I suppose we can look to history for quotes and answers:

The price of greatness is responsibility.

- Winston Churchill

And, we need to reintroduce humility as a concept to live by: We need to stop building statues to living people; Politicians need to stop naming buildings for themselves.

It was said so perfectly on Meet the Press this morning:

“We should not put up statues of living people. You are going to make yourself a hostage to fortune.”

Law firms will always be named after lawyers, which means that there is a greater responsibility on those named on the door and on the letterhead to do the right thing.

A personal scandal might harm the firm, but it can recover.

A public scandal can destroy the firm, causing it to close within months, tarnishing the reputations of all involved, and causing financial hardships to many.

While I do believe that to move forward Paterno’s statue needs to come down, I just hope that we never forget his true legacy.

Oh, Sh**. You’ve gone viral.

Look, we’ve all messed up on the job. Sometimes it’s behind the scenes where it can easily be covered up. Sometimes it’s in front of the attorneys at the annual retreat.

Either way, when these things happen in-house where our clients, peers and competitors are none the wiser — we hope — we have more control over the gossip.

But sometimes these things happen in front of the world. And, in a socially connected Internet, there is the distinct possibility that it can go viral. And fast.

Case in point:

What the hell were they thinking over at adidas when they green-lighted this product, the JS Roundhouse Mids, and then posted it to their Facebook page?

As of the writing of this blog post, it appears that adidas has pulled the photos, but it was too late. The story was picked up and shared via individual Facebook posts, the morning news, national cable channels, and radio.

We’re viral, people!

When I read adidas’ official response to the Fox News story, Adidas blasted over new shackle sneaker, I couldn’t help but wonder: Did these official spokespersons read ANY of the comments, anywhere? Are these official spokespersons knowledgeable in the least about how social media and networking operates? Are they really this detached from public discourse and commentary?

Jeremy Scott is renowned as a designer whose style is quirky and lighthearted and his previous shoe designs for Adidas Originals have, for example, included panda heads and Mickey Mouse. Any suggestion that this is linked to slavery is untruthful,” she added.

Once again, Bueller?? Bueller??, we’re living in the age of the Internet. When the populace is tossing around words such as “slavery” and “convict” when describing your new product, it’s hard to dismiss that.

Senior communications professionals within a company (read: YOUR law firm) MUST be in charge of the social media strategy. (Don’t skip that word: Strategy). You cannot have your summer intern, or a junior staffer, post something to your firm’s Facebook wall, only to realize it was a mistake, try to pull it down, and then expect it to disappear.

My friend Jayne Navarre, your Virtual Marketing Officer, is quite passionate on the topic of allocating this incredibly important job of social media manager to a junior member of your staff:

“Media of any sort has always been very unforgiving and the persistent digital record the Internet affords should not be taken lightly. Words and images take on an aura of authority when they are published.

Organizations that don’t consider social media a form of publishing are clueless, and exposed. Everyone makes mistakes, but, inexperienced people make more.

The immediacy of social media and the menace of constantly feeding it do not afford organizations the luxury of layers of proofreading, copyediting, and fact checking. Why then would brands entrust this role to someone who is just cutting their teeth? Because they do not recognize it is publishing. If it is in print—anywhere—it is a permanent record. (Emphasis added)

I don’t know who put the sneaker photo out on the adidas Facebook page. I don’t know if this was a calculated risk, a PR ploy, or an error in judgment. Either way, deleting the post or not, the story will forever be out there.

When I had a blog post picked up by White Whine, blowing up my stats and giving me my best day ever on this blog, I panicked. I had no plan in place for if/when a post or video of mine went viral.

So I did what I do best: I asked some of my esteemed legal PR colleagues how would they counsel their clients if something of theirs went viral:

Cheryl Bame, Bame PR

Think Before You Blog.

I would never advocate for a client to post anything negative on their blog because something can go ‘viral.’ Why take a chance that a comment about a company or client would turn into a negative situation. Before I hit send, I always ask myself, how would my clients feel about my comments or opinions? You can also relate going viral to the crisis situations in  law firms. There are enough bad examples to teach you how to do things right.  Think before you blog. Think before you post a video that may reflect poorly on your personal or professional brand. It’s what go Charlie Sheen into trouble.

John Hellerman, Hellerman Baretz Communications

Take Advantage of Unplanned Distribution Channels.

Please consider that having your content go viral creates a distribution channel that can’t be planned but can be a strong strategic boost in reaching previously untouched audiences. It also provides a platform to reach out to prospects to demonstrate your influence, online presence, and extensive network.

For instance, we might recommend pushing the content out through additional media channels and interacting via social media with promoters of your content — publish a post on your blog about your content going viral and link to a few of the outlets that picked it up, or launch a strategic Twitter campaign to retweet mentions of your content and connect with other tweeps.

I think circling back with as many relevant promoters of yours to say thank you and to show them how you have, in turn, promoted them, is really the best use of this happy circumstance.

Of course, this strategy depends entirely on the content being positive. If the content is negative and potentially damaging for your company’s brand, we would treat the situation as a high-stakes communications crisis and be strategic and proactive in responding to the criticisms and getting our side of the story out. We all know the power of social and online media, so we’d want to protect our online reputation by getting in front of the story but being careful not to give the story more legs than it had; viral content is “hot” for short periods of time – just until the next tweet, video, or blog post goes viral – so the social media cycle works to your favor.

Vivian Hood, Jaffe PR

Control the Message. Don’t Remain Silent.

Anything that goes viral must be managed, because it’s a guaranteed you’ll get both positive and negative comments.  Depending on how bad and widespread the negative becomes, it’s best to be transparent and address the issue IMMEDIATELY. Remaining quiet likely will foster additional negativity, so use social media to your advantage to shape and deliver your messages, quickly, to your direct audience.

Gina Rubel, Furia Rubel

Anticipate Your Response, Positive or Negative.

A video that goes viral can be capitalized on in many ways. It’s about anticipating response before it happens and knowing how to capitalize on all of the opportunities. For instance, if the feedback is positive, consider how you are going to share the story and maintain the momentum.  If the feedback is negative, you should already have a crisis communication plan in place to fall back on and follow. If you don’t, then that’s the first line of business before you start posting videos online.

And what if going viral is a good thing, Cheryl Bame says you have to take advantage of it:

Keep Blogging.

What if you blog post went viral? Here is what I would advise: Continue to write about the topic. Obviously you hit a nerve or a cord that go others interested and talking about the subject …. Then, share your posts with other influencers in and outside the legal space who would  be generous enough to share it with their readers or viewers. That is the key. You don’t need to wait for people to come to you, send the post to people who you think my be influential in having other “influencers” share your ideas.

Thank you to Jayne, Cheryl, John, Vivian and Gina for always sharing your wisdom with me.

Image via Foxnews.com, “An image of the JS Roundhouse Mids was posted on Adidas’ Facebook page. The sneakers are to be released this August. (Adidas/Facebook).”

UPDATE: According to the Twitter stream, adidas has decided to cancel the production of the shackle sneaker. Unfortunately, nothing on their corporate press or Facebook pages. 

You WOWed me. You really wowed me!

While at the Legal Marketing Association’s annual conference last month I made my way through the exhibit hall and checked out all the great prizes that could be won.

As a sitting member of the board of directors, it is our policy to not participate in the drawings, so I was really just window shopping.

My buddy Jeff Reade from Cole Valley Software (CRM) always has these great giant Pez dispensers. And this year he had an ELVIS one. Which was PERFECT!

My oldest daughter is off to London and Paris this summer with her aunt, so I am taking the younger one to Nashville to visit grandma (talk about “I’ll take door number two, Monty.”).  I am trying to make it as special as possible, so we’re also going to head over to Memphis and visit Elvis at Graceland.

While my daughter’s taste in music is limited to Lady Gaga, Taylor Swift and Big Time Rush (luckily no Bieber in our household), she does know Elvis. Maybe it’s the way he died, or the Cirque du Soleil show we saw in Vegas, but she’s really excited about our trip.

While I was bummed I couldn’t throw my card in and participate in the drawing for Jeff’s ELVIS dispenser, he told me where he got it, and I promptly forgot all about it until today.

Guess what came in the mail??

ELVIS.

I am so excited.

I immediately sent an email to Jeff thanking him, and then came running here.

THIS IS GOOD CLIENT SERVICE. It does exist, Virginia.

My expectations were completely exceeded.

And I’m not even a client of Jeff’s. I am, however, an influencer, and a referral source, along with being a friend.

For those of you selling services and products, it’s these little things that make us remember you.

This was much more than a touch-point. You have added to my child’s happiness, and to her memories.

That is HUGE!

So, once again, thank you, thank you, Jeff, for remembering us. You WOWED me. You really did.

Follow

Get every new post delivered to your Inbox.

Join 4,352 other followers

%d bloggers like this: