Last week the RESPONSE Agency ordered reprints of a BusinessWeek article to use in a direct mail program. One day after the reprints arrived, a live body from BusinessWeek called to ask if we had received the reprints and if all was well. The guy was good. If he was reading from a script, I couldn't tell. He sounded like he actually gave a darn about making sure they had done a good job for us.
To put this in perspective: we had never ordered from them before, they had never heard of us, the order was admittedly small, we are a small company, BusinessWeek is a major publication, and its parent, Bloomberg, is a giant.
So I have to admit I was impressed. I felt like our business was important to the caller and to BusinessWeek.
Also last week, I had a new refrigerator delivered to my home. A few hours later, the phone rang. A recorded voice told me that my business was appreciated, and then told me which buttons to press to indicate my level of satisfaction with the product and delivery.
Guess which company I truly believe values my business.
—Steve Cuno
To put this in perspective: we had never ordered from them before, they had never heard of us, the order was admittedly small, we are a small company, BusinessWeek is a major publication, and its parent, Bloomberg, is a giant.
So I have to admit I was impressed. I felt like our business was important to the caller and to BusinessWeek.
Also last week, I had a new refrigerator delivered to my home. A few hours later, the phone rang. A recorded voice told me that my business was appreciated, and then told me which buttons to press to indicate my level of satisfaction with the product and delivery.
Guess which company I truly believe values my business.
—Steve Cuno
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