Examples of how to do things right

As anyone who reads this blog knows, I've had a bit of a frustrating time with HP, and am not shy about letting the world know my thoughts.
If you haven't read it, Tac Anderson's comment on my blog was one of the best examples of how to respond to an irate customer I've ever seen.

I also recently got one for the "Good Pitch Blog"  -- It's noteworthy because the letter was compelling enough to make me hesitate over the "Mark as Spam" key long enough to read past the "Dear Katie" part.

1. It references a specific post so I know she's at least read my blog once.
2. Secondly because she clearly explains why I should care,
3. Thirdly, she acknowledges that it's not exactly about measurement, but gives a plausible explanation of how it relates to my primary topic.
4. Finally because it was compelling enough to make me check out the site and learn what it was all about.

Liza, get yourself cloned, we need more like you. Can I persuade you to move to Northern New Hampshire?

Here it is:

Hi Katie, 

I hope you’re doing well!  As a PR practitioner, I subscribe to your blog and your insight is always helpful for me as I navigate this quickly changing communications landscape.  (My recent personal fave is the call out to John Bell on the AVE – couldn’t have agreed more and thank you for taking that on).

 I’ve started doing some work with word of mouth and naming identity company Brains on Fire.  They recently started a Marketer-in-Residence program, with John Moore from Brand Autopsy Marketing Practice as the first resident on board.  Brains on Fire first reported this on their blog, and John has mentioned it on his blog as well.

 I wanted to make sure you saw it, though, because although it doesn’t pertain to measurement, per se, it could be the start of a trend where agencies implement various ‘residency’ programs to share and collaborate learning.  For example, a social media residency, a research residency, etc.  Imagine the possibilities!  Just thought it might be something you’d like to follow. 

In addition, Brains on Fire just hired Dr. Justine Foo, Ph.D., which I think is also interesting, because you don’t see very many marketing agencies bringing neuroscientists on board, but the times as we know continue to change.
Thanks for your time.  And thanks for continuing to keep us
updated on the latest developments in research.

Comments

[Bill Paarlberg]

Sorry, Katie, I don't agree with you about what Tac Anderson said. He sounds like a nice guy, but all he did was flatter you and say that he couldn't do anything about your problem. He did not and can not solve your problem in any way at all. He's all smooth talk and no action. If that is really, as you say, "one of the best examples of how to respond to an irate customer I've ever seen," then how is anyone ever going to actually get their problems solved?

[Liza Jones]

Thank you, Katie. I'm humbled by your comments - they really made my day! And thank you for continuing to educate me on trends in social media, measurement, PR, etc.

[Spike Jones]

We (Brains on Fire) are big fans of Liza, too! And I've subscribed to your blog per her recommendation.

Thanks for pointing out how to do it right, since we all see so many examples of how to do it wrong!

Keep on keepin' on...