Remember that awful time I had at Market Leverage’s booth last week in San Fran at ad:tech? Water under the bridge, my friends!
A day after I recounted the rude encounter here on my blog, the president of Market Leverage (Sal Guarino) commented on the post offering his apologies. I went into a little more detail on what happened, and he contacted me directly via e-mail asking me for my mailing address.
Two days later, a package from Market Leverage arrived at my office. The package contained a handwritten note fro Sal, a formal letter from their marketing manager, a thick stack of Cashinator Tickets… and an even thicker stack of $2 bills. Translation: I will be paying for my daily grande non-fat Chai Latte in $2 bills for the next 2 months.
Wow. I’m shocked. What attentiveness from a company. Large companies should take a page from Market Leverage’s playbook. Rather than being frightened of receiving negative feedback, Market Leverage embraced my criticisms. And instead of being angered, they turned this seemingly dismal situation into an opportunity to make a friend. What a great case study.
So all you companies out there, listen to your fans and your critics! Embrace them, learn from them, grow from them. You won’t regret it. And they won’t forget it.