Sending mixed messages demonstrates a service gap in organization


By lunch yesterday an email arrived much sooner than expected and contained the video trailer above. We like when this happens don’t we? It exceeds our expectations and it demonstrates a great customer service mantra.

Driving home later (a Friday), ever get hit with a zinger from the same company, but a different department?

The accounting department wanted proof I own Mid Life Celebration, LLC.

The W-9 they were now requesting was filled out (and sent in two months prior) and included the EIN (the business’s social security number if you will). There was no further request for anything else.

Weird. Awkward even.

To ask for ‘proof’ after the fact is really weird and sends a mixed message about how organized the organization is.

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By jeff noel

Retired Disney Institute Keynote Speaker and Prolific Blogger. Five daily, differently-themed personal blogs (about life's 5 big choices) on five interconnected sites.