tag:blogger.com,1999:blog-10861841.post3716799500510421411..comments2024-03-17T11:25:47.653+00:00Comments on the-ad-pit: Are Friends Electric?Rob Mortimer (aka Famous Rob)http://www.blogger.com/profile/10070962082242558718noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-10861841.post-70657236466000519832008-01-28T09:54:00.000+00:002008-01-28T09:54:00.000+00:00It's simple things like that you get by empowering...It's simple things like that you get by empowering people and letting those who actually deal with customers have a say in the communication.<BR/><BR/>Empowerment is so vital in business, I wrote an article on it actually based on my experiences selling electrical items.Rob Mortimer (aka Famous Rob)https://www.blogger.com/profile/10070962082242558718noreply@blogger.comtag:blogger.com,1999:blog-10861841.post-4402147959406444542008-01-26T01:43:00.000+00:002008-01-26T01:43:00.000+00:00It's sad that something so small can make such a b...It's sad that something so small can make such a big impression - but when everyone else is trying to con consumers, a little bit of genuine warmth and consideration can go a long, long way. <BR/><BR/>As John Dodds say's, it's quite easy to be a great brand when all around you are wallowing in the dirt.<BR/><BR/>When my Dad died. I got a letter [sent to my Australian home] from NATWEST. Inside was not a statement or a brochure for some new service ... it was a letter from my Dad's bank manager saying how sorry he was to hear of my Dad passing away and if I thought any personal documentation was in the banks care, all I had to do was call him and he'd arrange getting it to me or my Mum as soon as possible.<BR/><BR/>That's it. No selling, just a genuine, helpful letter. Hell, they even managed to not try and flog me death insurance on the back of my tragic circumstances. Now I know NATWEST are like ever other shite bank [see Fred's blog - he's written a piece on it] but to be honest, for doing that letter - they would have to go a hell of a long way for me to not still have some sort of loyalty towards them.<BR/><BR/>I don't think what was done was NATWEST policy - and it was at a time when Banks actually had genuine managers who could make genuine decisions - but what an impression it made ... and it shows the power of human kindness in brand development and loyalty.<BR/><BR/>Good post and good to see someone out there still understands good service can be done PRIOR to things going wrong.Roberthttps://www.blogger.com/profile/02781423013658665692noreply@blogger.com