Why Your Receptionist Is Your Company’s Most Important Brand Ambassador

I was on the phone with a company receptionist the other day, trying desperately to reach someone in sales or customer service. Trouble is, the person I was speaking with could not have cared less about me or my needs. She kept repeating that she had no idea where anybody was, she could not leave […]

JP Rule #3: Never Let Your Client Make a Mistake

The Matrix Group running team wanted t-​​​​shirts for a couple of races this Spring and Summer. We ordered black running shirt with our logo printed using a sublimation process, meaning that instead of being an applique, the ink is fused into the shirt fibers. This ensures the shirt remains breathable and the logo will be […]

Companies Beware! Unhappy Customers are Turning to Social Media

Last week, I blogged about how a social media site like YouTube represent the future of advertising. But social media can also represent the anti-​​​​advertisement: bad reviews from unhappy customers who are eager to spread the word about a company’s failings. Witness the following: My friend Tanya runs a blog called NitpickyConsumer​.com.  Tanya blogs about […]

Is it Easy to Do Business With Your Company?

I was arranging lunch with a vendor and suggested Kora, the hip, new Italian restaurant in Crystal City.  I wanted to e-​​​​mail my contact Kora’s address, phone number and a link to a Google map.  Alas, the entire Kora site is in Flash, which is beautiful, but it’s not very user-​​​​friendly.  The biggest problem?  I […]