Category Archives: Twin City SAM

Good Service Done Right..

It’s no secret that I have a family that consists of 3 lovely girls, a husband and myself.  Being a parent is another area where I don’t profess to be an expert or a guru. Far from it.  My oldest daughter has been BEGGING for a cell phone for at least 2 years to which I have managed to maintain my “no” stance.  Perhaps I should say.. HAD managed.

A couple of weeks ago, we were at the mall picking up some BTS staples when she did what she normally does when she sees the AT&T kiosk.. she bolted off and started picking up the sample phones.  What happened next floored her and stunned her into silence ( a rarity).. I started talking shop to the guys behind the counter (mark this as mistake #1). We reviewed the different phones, packages that included adding her onto my existing line and options that she would need (unlimited texting for one). The sales guys were very pleasant and it seemed like everything was handled smoothly (mistake #2). We left with a new phone for her and unbeknownst to me.. a huge mess of my AT&T account.kristen daukas twin city sam winston salem nc

The first bell rang 1 week later when I tried to make a call and couldn’t because I was being forced to “acknowledge and accept” my new 2 year contract.  Why would I want to do that?? I am already in the middle of a 2 year contract.. wouldn’t that be counter-productive? So, I finally give in and accept it just so I can call them to find out what was going on. After 2 calls, I speak with someone who understands what has happened and tells me that I need to go back to the original kiosk (uh-oh) and have them fix it.. they can’t do it at their level.

Great. Another trip to the mall (I’m not a fan, by the way). First trip.. I’m there when the doors open. Problem – they’re not. 35 minutes later, the guy shows up and yep.. he can’t help me.. I need to come back so his manager can fix it. Another trip to the mall. Lovely.. two days later, I show back up.. Manager’s there, he fixes it and I leave happy.  All is well with the world.

Until today.

I log in to check something and what to my wondering eyes should appear but a phone bill TWICE the amount it should be. Seems the guys at the kiosk missed the “unlimited texting” piece, removed me as primary number and a few other things.  I call my friends over at AT&T and by sheer luck, get connected to what must be the wonder-boy of customer service who waves his magic wand and fixes it. Everything.  Didn’t say .. “sorry you have to go back to the mall”.. didn’t say “sorry..we’ll make it unlimited moving forward but you’ll have to pay this month”.  He FIXED it. And he was pleasant, cheery and he joked with me. He also saved me from what I felt was going to be a coronary moment.

Just like that he was my hero – he was the person that AT&T should strive to have every single customer service rep be like.

That’s what good service looks like friends.  Good service recognizes that I’ve been a loyal customer for years and respects that I have other options and WORKS to make me happy. We need more of that.  More important than that, we need more customers applauding good service.. taking names (his name was Darrell) and giving them praise.  And even more important than that.. we need companies who recognize and reward their individual brand ambassadors (employees). Because, just like the customer that can jump ship, so can the staff. And if it’s staff like that jumping ship – hey.. one company’s loss is another company’s treasure!

What’s your good service story?

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What Does Your Horn Sound Like?

In order to save miles on our family car, we rented a car for our recent trip to Philly over the 4th of July weekend.   At some point during the drive up, I happened to hit the horn. What came out of that car was enough to make all of  us bust out laughing (LLOL – literally laugh out loud).

It was the lamest, weakest, “tinniest” sounding horn that I have heard in my life. Ever.  I wish I could insert a sound here as opposed to a picture, but it was similar to “mmmeep-mmeep”.   If I blew that horn in downtown Philly, I would be laughed out of the city. It didn’t say  “watch out!” or “get out of my way”. It said anything but “take me seriously”. It sounded twin city sam kristen daukascheap, it sounded insincere and it sounded hollow.

Why am I telling this story?  Because lately there has been a HUGE amount of companies/agencies/consultants/GURUS rolling out social media marketing packages that are nothing short of a joke.  I’m not sure if they’re clueless of what to charge or if they’re going for the extremely budget conscious client.

I do know this.. no one is taking them seriously. These are the same folks that slap a “guru” onto their LinkedIn or Twitter profile.  I feel quite certain that once the economy turns around most likely, they won’t be around to toot that horn.  Which will leave their clients in a bit of a quandary..

I don’t aim to have a horn that sounds like a Mack Truck (although plenty would say that’s how I am but that’s another story) but I will make sure that my agency is a solid Chrysler 300.

I believe that social media and digitial marketing are just like everything else – you get what you pay for. I’m not the cheapest in town and I’m not the most expensive.  Knowing what I do for my clients, I’m hard pressed to believe that one of the discount agencies is willing to do what I do for $30 a month. I know that our area can’t carry the national average of $3,000 a month, but that’s a big gap don’t you think?

So tell me.. what’s you horn sound like?

Kristen Daukas

Twin City SAM

@TwinCitySAM

Sometimes being smaller IS better.

This is a true story..

8 years ago I worked for a company in PA that was a leader in business continuity software.  The main part of the company was well-funded, well-known with an entire marketing division.  The sales team that worked there had very few challenges in getting their story heard and ultimately, their software bought.

But there was another part of the company that wasn’t nearly as big and virtually unknown.  The sales team was much newer and smaller and given virtually nothing to work with.. just word of mouth and a marketing person.  This team had a much harder time getting their foot in the door and convincing the management teams of their prospects that they were part of a big, legitimate company and worthy of their time.twin city sam kristen daukas winston salem nc

I was part of that smaller department.  It was a tough little department.. the little engine that could.  We knew that in order to succeed, we would have to be more determined.. get creative and use every conventional and unconventional resource available to us.  (I happened to earn President’s Club that first year with the help of Twelve Horses and an amazing marketing VP who taught me a lot, but that’s another post..)

Recognize any similarities here?

You have the BIG department (traditional marketing) that is well-known, everyone is comfortable with and gets all the funding versus t the smaller, newer department (digital marketing/social media) that no one is sure what to do with, leery to give money to or thinks will succeed.

Just because something is new doesn’t mean that it shouldn’t be given a fair try. It may have to work a little bit harder .. stay past 5 and state it’s case time and time again, but rest assured.. if you hang in there and give it the time and respect that it deserves, it will eventually pay off for you.

That small department that I was part of, eventually produced almost half of the company’s revenue.   How did it happen?  It was given the time, respect and resources to allow it to grow and get out of its infancy stage. It was expected to hit a speed bump or two.. not produce big numbers immediately and acquired some bruises along the way.  But, the powers that be had faith in us and it ended up being well worth the gamble.

I think the same will happen with what we’re experiencing with social media and digital marketing. Just hang in there..stay diligent with the job you’re doing and the rewards will pay off very soon.

Be Social..

Kristen

Chief Chick

Twin City SAM

A New Beginning

Kind of weird to say that when we’re just getting ready to celebrate our 1 year anniversary but that’s what today feels like.  Today is the day that the new Twin City SAM site officially launched. Well.. a soft launch, but that’s just a minor detail.

Now the real fun begins.

We’ve spent the past year growing, learning and figuring out what we wanted to do.  We’ve added clients and friends. Tried on this hat and that.  I’m proud of what we’ve done and who we’ve become. I’m honored to have met local folks like Danielle Hatfield, Brandon Pierce, Kim Williams, Scott Dickson and Susan Morris just to name a few.  I have big hopes, dreams and goals for SAM.

I know we can make a difference one client at a time.

We won’t be a Mullen anytime soon. That’s cool with me. I like who we are and what we do.  This big, beautiful new site just reaffirms that the decision that I made last year was the right one.

Stay tuned.  We’re just getting started 😉

Kristen

Chief Chick

Twin City SAM