Customer Service Equals Two Letter Grades

Have you ever heard of The Keg restaurant? How about the third season of The Apprentice? They will be forever linked in my mind.I spent last weekend in Cincinnati, where my brother-in-law is responsible for my current case of projection TV envy. His is incredible!...

When Is Advertising Season?

Mr. McKay:I read your book with great interest. You indicated that it takes about 13 weeks for radio ads to begin to work. Our business is remodeling, specifically decks, patio rooms, windows and doors. The phone stops ringing from about December through February....

A Customer Service Story

I promise this is not a story about making music. It’s not really a story about my guitar, either. The guitar enters into it only obliquely. It’s a tale of a memorable customer experience. The curtain rises on our drama one fine Saturday afternoon in Corsicana, Texas....

TIME Wants Me Back

It’s true. TIME magazine wants me back.John Reese, TIME’s Consumer Marketing Director said so in the most recent mailing I got from them. “Dear Chuck, we appreciated having you as a subscriber, so we’ve arranged a special offer to welcome back former TIME...

Getting Your Name Out There

I wish I had a buck for every time an advertiser has told me that his objective was to “Just get his name out there.”Is there any value to another name being flung around in mass media? Perhaps. But without name associations, very little value. What’s a name...