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Hire more customer service people like Tiffany, and fewer like Ms.

If you’re systematically overcharging and hoping people won’t notice, it will catch up with you.

Don’t make mistakes on purpose so you can benefit from fixing them.

If the UPS bill had been correct originally, I wouldn’t have been the subject of my conversations, much less a blog post. Fixing a mistake can be better for you marketing-wise than not having made the mistake in the first place.

If your business made a mistake, fix it, and you’ll not only avoid the bad word-of-mouth, but will instead get kudos.

If you think a bill is outrageous, don’t just pay it.(By the way, here’s the post I did about my out of gas experience.) “Between leaving a Flip and an iPod behind, and running out of gas, maybe I should stop and think a bit.”.“Might as well have some fun with it…like I do when I run out of gas.”.“And depending how it works out, we’d either get a smaller bill or a better story to tell on my blog -)”.“If you wouldn’t mind calling UPS about it (and telling them the FedEx charge in a similar situation was $18) it wld be cool”.In subsequent consecutive tweets, I told her: I figured that if it was going to cost me nearly $80, I should at least get a blog post out of it…especially since I had forgotten my iPod in Florida in mid-November and the FedEx bill for that shipping was $17.97. As I tweeted: I just want to use it as a graphic for a fun post: “ What did Brown do to you?“ I was more than a little surprised, however, when she sent me a direct message tweet in early December, with the bad news:Īlthough I was shocked at the bill, I told her I would of course reimburse her, but asked if she could send me a scan of the statement.

She sent it to me via UPS, and said she would let me know the cost when it showed up on her credit card statement. This is an example of how treating customers right (or at least correcting errors) not only avoids a United Breaks Guitars fiasco: it can actually lead to positive social media buzz.Īs I reported in October, Meredith Gould is a great humanitarian, having bailed me out by recovering the Flip video camera I left on the podium at a speaking engagement in Philadelphia.

The tools are great if you have staff and resources, but they’re even more important if you don’t, because they help you stretch what you do have.Īuthor Lee Aase Posted on ApApCategories Conferences, Social Media, video Tags Flip camera, Flip video, Flip video camera, Heywood Hospital, Lee Aase, Lorie Martiska, Massachusetts Hospital Association, MHA 1 Comment on An “Aha!” Moment in Massachusetts What Brown did for me It’s really gratifying to be able to help people like Lorie who feel pinched for resources, and to help them see the potential of some of these inexpensive (or even free) technologies. said she had experienced a real “Aha!” moment during the presentation, so I asked her if she would be willing to share it with the world. As detailed here and here, I had an opportunity this morning to join Larry Weber, founder of Weber Shandwick, in a seminar on social media for the Massachusetts Hospital Association.ĭuring the Q&A session that followed, Lorie Martiska of Heywood Hospital in Gardner, Mass.