I like to follow up on my experience with Data Doctors two seeks ago, when I complained that I had been taken. It was a communication problem, rather than about bad service.
Before the end of the day I wrote that post, the CEO of the company wrote to me (via Twitter) indicating they wanted fix the problem.
But it didn’t stop there. The next day, Robert called me (you could listen to a short audio clip), explaining why they disagreed with the ‘policy’ that had been thrown my way, and making an offer to remedy it.
So while we do hear of how often organizations are tone deaf to their customers and prospects, a good number of them have empowered their employees to be the antennas of the organization. Unfortunately it doesn’t hit the wires often enough when companies do listen!
Indeed, listening is only one part of the equation when there’s a dent in reputation. Following it up makes a big difference. As Robert told me, Data Doctors has had to live with the fact that a post from one disgruntled person (an employee, apparently), albeit inaccurate, still lives in the blogosphere.