When I mentioned to my wife and business partner Joy that I wanted to write an article arguing that sometimes it’s OK to yell at customer service, her first reaction was, “Please don’t.”

Yell_01The image of me  telling off some customer service rep would be a negative reflection of me and our brand.

Yes, true. But my hope is after reading this you won’t have a negative opinion of me and my brand.

I’m writing the post to ask if yelling as customer service can be validated. What about the times when you’re very patient with customer service and it flat out fails? Is it appropriate at this time to start yelling? Will it provide a solution or will it make a bad situation worse?

Is it the customer’s job to fix a company’s customer service problem?

In the following two stories, I either quickly or eventually discover there’s a deep organizational problem that goes far beyond my simple customer service issue. My polite behavior couldn’t fix it. I also don’t believe it’s a customer’s problem to fix.

Story 1: No procedure to handle gift returns

My friend Bill Biggar (mentioned in the article “12 Awesome People Who Should Be on a List But Aren’t”) bought me a copy of the movie “Defending Your Life” on DVD. What arrived in the mail was the first season of the TV show “Martin.”

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Before you produce your next corporate video, please do yourself and your company a favor, and watch this video.

Many corporate videos are sadly boring and uninspiring. Why are so many of them so bad? I posed that question to a group of content experts at a content strategy meetup group in the SF Bay Area. Here’s their collected insight.

Why do you think they suck? Or maybe you don’t agree with my premise and think all corporate videos are awesome.

If you’re looking for some creative ideas for your corporate video, please read my article, “20 Great Ideas for Your Next Corporate Video.”

 

Creative Commons photo credit to G A R N E T.

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13 Annoying Communications that Must End in 2016

March 18, 2016
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I love to complain. And I love that you love to hear me complain. For the sixth year in a row, here’s my list of communication annoyances.

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How Would Someone Break Into Your Network?

March 7, 2016
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At the 2016 RSA Conference in San Francisco, I tried a little social engineered hacking. I wasn’t so subtle about it.

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Tricks We Use to Produce Content Quickly

February 24, 2016
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It’s what we do to produce a ton of content, especially at live events.

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12 Awesome People Who Should Be on a List But Aren’t

February 17, 2016
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I meet, network, and work with lots of people. The vast majority don’t make an impression on me. Here’s a short list of 12 people who do.

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Five Trade Show Gimmicks Gone Horribly Wrong

February 11, 2016
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We’ve all made mistakes desperate to get some attention on the trade show floor. Some were just poor planning while are others are outright offensive.

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The Best Email Ever Written Will Never Be Read

February 3, 2016
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The Internet is still awash with advice of how to get people to respond to your emails. Even if you do everything right, you’ll still fail. Stop focusing on writing the perfect email and focus on improving communications response.

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You Share. I “Like.” Is That the Extent of Our Friendship?

January 27, 2016
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The excessive “Liking” has taken the place of actually doing for each other. Have we hit the bottom rung of engagement?

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What My Wife and I Lost and Gained Running a Business Together

January 7, 2016
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On the ninth anniversary of Spark Media Solutions, I sat down with my wife, Joy, to discuss the pros and cons of spousal business ownership.

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