Doing It Right: Faryl Robin

Faryl RobinThe most gorgeous pair of shoes in my closet are this pair by Faryl Robin. Equally amazing is the story of how I got them. It was my first experience with excellent customer service on Twitter.

The year was 2008. My daughter found the shoes on the Anthropologie website. They were marked down, priced to sell, so I immediately ordered a pair. Sadly, the site was out of her size, 11.

On a whim I did a search and discovered that Faryl Morse herself, CEO and creative director at Faryl Robin was on Twitter. So I took a chance and sent her a tweet. To my great surprise she responded that I should message her assistant so that they could track down the shoes for my daughter. To make a long story short, they found a pair of 11s, and they’re now in my daughter’s closet.

I never wear my Faryl Robins but that I recall this story and the kindness and attentiveness of Faryl and her staff. The fondness I feel spills over to the entire brand. This is what is known as #DoingItRight

Social media isn’t as scary as the gurus want you to think.

Every time I attend a business event I am inevitably asked what I do. “My passion is helping small businesses connect with their customers online and off using social media, blogging,…”

Her body shifts uneasily. There’s a measurable distance now between us. We’re both uncomfortable. Continue reading

Not everyone should be client facing

Some people, no matter their stellar brainpower, impeccable work ethic and fantastic sense of style, should never be client facing. I’m not saying you shouldn’t hire them. You’d be crazy not to.

They’re great hunkered down behind their computers, doing research and hammering out strategy. Most of the time they’re the work horses of great organizations. But you don’t want them interacting directly with your clients. Continue reading

Doing it Wrong: Beaverton Toyota

Form letters are fine and dandy. No one knows understands the beauty of systems and automation better than I do.

But, more often than not, form letters need to be reviewed and customized before they are transmitted.

Case in point: the email I received from Beaverton Toyota. Continue reading

Doing it Right: Comcast Technician Eric Tucker

One of the reasons I’ve been such a slacker blogger over the past several months is that my computer has been slow. I’m talking walk through mud with snow shoes slow. Most sites were so slow to load that I’d click the link and then start some paperwork before returning back to see if it had loaded. Some sites, like WordPress, would only load occasionally.

As you can imagine, this turtle-like behavior was the cause of much frustration and many interactions between me and my internet cable provider, Comcast. All of them were futile until this past week when @ComcastWill offered to have a technician sent to my house to see about exchanging my modem. Thrilled, I accepted. Continue reading

Doing it Right: Dr. Craig Johnson

It’s shocking. I know. Following my first root canal in January I told everyone I knew that I’d happily return for another one the following day if I had to. It’s not that a root canal is a walk in the park but Dr. Craig Johnson and his staff have perfected the experience down to an art form. I call it doing it right.

Here are just a few of the things they’re doing right:

He’s an expert. Having never met Dr. Johnson or had a root canal I was comforted by the fact that the procedure is one of Dr. Johnson’s specialties. Read expert.

They understand the importance of establishing trust. When I first called to schedule my January 3rd appointment way back last October, the topic of dental insurance came up. I provided Rochelle with my dental insurance information, set the appointment and congratulated myself on my bravery. {Yes, I’m a wimp.} Continue reading