A good lesson…
A few weeks back when we were having some “pain” around here, Peter O. in our account management group came to me and asked if I would get on the phone with one of our very, very small publishers. We called the customer and were extremely open about some of the problems we were having at the time, didn’t try to hide anything and strongly reaffirmed our commitment to making it right (no sugar coating). This customer was so small that most organizations would probably disregard the issue and not spend nearly as much time/effort trying servicing them.
Well – as we learned yesterday, it turns out this guy also happened to be the CTO of a very, very large publisher. As a result of the service we offered him for his very small site, he’s now bringing two of his very, very large sites to the table as partners.
Lesson learned (or I should say proven): every single customer is important (no matter how small), we try to give big love to all of them all of the time – and transparency and openness go a long way…
Good stuff Peter!
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This is a great one. Hard to keep in mind when we have so many customers, but crucial. Peter is on fire these days!
“transparency and openness go a long way..” is so completely true. That, in part, is what builds a solid customer roster. It also strengthens the brand, and speaks volumes in establishing any business. Thanks for sharing this “good stuff!”
Firefox?!
no IE support? come on guys.
Hi seanbrenden,
Although at the moment we do not support IE, we will do so in the brief future. Thanks for your comment.
James,
the Rubicon Project.