Comments on: Defending the Right to Prostitute Your Business http://thepeoplebrand.com/blog/2005/08/19/defending-the-right-to-prostitute-your-business/ Sat, 11 Oct 2008 00:56:41 +0000 http://wordpress.org/?v=2.5.1 By: david Ide http://thepeoplebrand.com/blog/2005/08/19/defending-the-right-to-prostitute-your-business/#comment-154743 david Ide Tue, 22 Jan 2008 18:47:46 +0000 http://thepeoplebrand.com/blog/?p=47#comment-154743 The TILE ads are very artistic and creative . Erotic, sexy, and elegant... Wonderful.... If anyone has been to Artistic Tile on fifth ave in Manhattan.. it;s a great store with any kind of tile you wish to find... The ads made me go to their website and look at tiles and their ads. created excitement and a look at all the NEW tiles... since I'll be re-tiling my bathroom.... KEEP UP THE GREAT ADS. The TILE ads are very artistic and creative . Erotic, sexy, and elegant… Wonderful…. If anyone has been to Artistic Tile on fifth ave in Manhattan.. it;s a great store with any kind of tile you wish to find… The ads made me go to their website and look at tiles and their ads. created excitement and a look at all the NEW tiles… since I’ll be re-tiling my bathroom…. KEEP UP THE GREAT ADS.

]]> By: Laura http://thepeoplebrand.com/blog/2005/08/19/defending-the-right-to-prostitute-your-business/#comment-39 Laura Tue, 23 Aug 2005 20:19:33 +0000 http://thepeoplebrand.com/blog/?p=47#comment-39 She probably will continue to defend her decisions. That's because she's a VP of Marketing and not a customer service agent, and as such, she probably rarely has to respond to customers directly. For purposes of this post, I'm just going to assume that Carole Fuller is a potential customer for Jan MacLatchie, because as someone outside the company, she should be treated with the respect that would be given to those who spend their money on her company's products (in case they do someday). This is a textbook example of a bad response to customer feedback. At best, she should have actually taken a moment to consider whether the suggestion had some merit and maybe she might need to adjust her campaign. But she should have AT LEAST thanked her for her feedback, even if she didn't commit to making any changes or taking any steps. What does she do instead? In trying to defend her campaign (and really, when a customer provides negative feedback, they don't want to hear excuses), she makes it obvious that she thinks the customer is just missing the point. In essence, she's pointing out how stupid she thinks Ms. Fuller is for questioning the ad. Brilliant - deflect the blame by pointing fingers at the customers for not "getting it"? Even if they DON'T get it, that's a problem with the ad and not the customer. She probably will continue to defend her decisions. That’s because she’s a VP of Marketing and not a customer service agent, and as such, she probably rarely has to respond to customers directly. For purposes of this post, I’m just going to assume that Carole Fuller is a potential customer for Jan MacLatchie, because as someone outside the company, she should be treated with the respect that would be given to those who spend their money on her company’s products (in case they do someday).

This is a textbook example of a bad response to customer feedback. At best, she should have actually taken a moment to consider whether the suggestion had some merit and maybe she might need to adjust her campaign. But she should have AT LEAST thanked her for her feedback, even if she didn’t commit to making any changes or taking any steps.

What does she do instead? In trying to defend her campaign (and really, when a customer provides negative feedback, they don’t want to hear excuses), she makes it obvious that she thinks the customer is just missing the point. In essence, she’s pointing out how stupid she thinks Ms. Fuller is for questioning the ad.

Brilliant - deflect the blame by pointing fingers at the customers for not “getting it”? Even if they DON’T get it, that’s a problem with the ad and not the customer.

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