Comments on: Defending Your Brand Online

By: nobleexpressions

nobleexpressions — Wed, 10 Mar 2010 19:39:28 +0000

Thanks for the excellent article. Terrific points, many of which I follow. So many companies dismiss social media as irrelevant. A huge mistake, in my opinion…they do so at their own risk. As they say, "Customer Service. It's the new marketing."

By: Can Your Employer Brand Survive Social Media? | BrandForTalent.com

Can Your Employer Brand Survive Social Media? | BrandForTalent.com — Mon, 09 Nov 2009 12:47:00 +0000

[...] Hyatt’s excellent blog, Leading With Purpose, explores just what can happen when disappointed customers rush to Twitter and Facebook and Linked [...]

By: Juan

Juan — Sun, 11 Oct 2009 16:18:06 +0000

Hi Mike – Great Post ! going back to the airline industry – it seems they were also looking for a goverment bailout— they do not realize that the core of their cash flow problems is themselves with generally the worst customer service at among any other industry. Another set of companies that do not listen their customers are the carriers — like FedEx and UPS; they do not really care about their customers; you call a 800 number where you cannot never find a human to talk to address your problems. Another industry headed south are companies like AT&T, they believe they are so BIG that my business will not make dent; AT&T just lost a $1,500 a year customer due to BAD and CARELESS SERVICE.

By: Bill Whitt

Bill Whitt — Wed, 01 Jul 2009 23:57:50 +0000

By the way, I should add that when I do get a bad apology from a person or a corporation, it often makes me even more mad than the original offense. Apologizing correctly is soooo important. And these won't cut it:

"I'm sorry you took it that way."
"I'm sorry you misunderstood what I really meant."
"I'm sorry I was rude, but I was stressed out."
"I'm sorry I hurt you, but I wish you'd grow up."

(Actual "apologies" other brothers and sisters in Christ have given me.)

By: Bill Whitt

Bill Whitt — Wed, 01 Jul 2009 23:53:01 +0000

I love the idea that your apologies should never include "BUT." It's like saying, "Forget everything I just said. Let me tell you what I really mean now." Good point!

I realize the new power of the consumer in the Internet Age. I documented a horrible encounter I had with Musician's Friend in a post I called "Musician's Enemy," and it definitely helped advance my case and get past the levels of bureaucracy to a supervisor who could (and eventually did) make the decision to give me a refund (after weeks of daily struggle against the corporation).

By: archie

archie — Wed, 10 Dec 2008 11:47:28 +0000

Your post provided a good read Michael.It looks so impossible that people would miss on these basics but they do.

By: CK

CK — Wed, 17 Sep 2008 21:50:56 +0000

Just tweeted this piece. Bravo. You get it (and yet isn’t it obvious? Funny how basic courtesy is tough to understand–and not obvious to most, eh?).

I’ll be speaking on this subject next week and I’ll most definitely cite this piece.

By: Mary E. DeMuth

Mary E. DeMuth — Fri, 12 Sep 2008 23:12:51 +0000

I’ve been pondering my cynicism to this post, and I must say I’m sorry for my snarky-ness. Someone sent me this story that perfectly illustrates your point in a winsome, inviting way. It makes me want to be like Wally! Here’s the link:

http://www.simpletruths.com/nws/arc/07/071002-st-service2.htm

Warmly,
Mary, the reformed one

By: Amy Beth Bullard

Amy Beth Bullard — Mon, 08 Sep 2008 18:31:39 +0000

I agree with each point, but I think the one I liked the most is #4. I really agree with making a FULL apology as well as avoiding the word “but.” I know you wrote this in relation to business, but I think that these are principles that we can apply in our personal lives, too.

By: Michael S. Hyatt

Michael S. Hyatt — Mon, 08 Sep 2008 17:21:19 +0000

@Jocelyn:

I am actually working on a follow-up blog post now. I have tentatively entitled it, “Customers from Hell.” However, my wife, Gail, thinks that’s a little harsh.” ;-)

It should be up in the next few days.

Thanks,

Mike