The power of great customer service: Market Leverage turns my frown upside down

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.

Comments

[Dina]

Hi Ryan,

We really do appreciate all types of feedback, and try to make the best of every situation. I look forward to meeting you in Boston, and Sal or I will personally operate the Cashinator for you at the show. Hopefully we can get you on film for MLTV!

-Dina R.

[Paul McEnany]

That is the greatest thing ever. Big, big kudos to market leverage. Okay, I guess I'll have to fly to Boston to film you in the cashinator, then. :)

[Cam Beck]

Wow. Quick response. And they went completely above and beyond to resolve it (after all, Paul scored a measly $10). Love it.

[Jessica Hagy]

Excellent! That kind of response is the best kind of marketing.

[Dina]

Hope to see you there too Paul! ;) Always fun to meet up at the shows.