Interviewed: August 12, 2014
Video: 2 minutes 16 seconds
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Like being old friends. Friendly nature, speaks with the same person every month, who remembers previous conversations, incorporates Adriano’s requirements in the next newsletter.OK, Caring – immediate recognition when calling. I always think of the old Cheers sitcom, way back in the ‘80’s, when part of the jingle was Everybody knows your name. When you call, they know who you are , you are not a stranger every time you call, you are not constantly getting voicemail. They know who you are. They remember personal information. They remember who you are. They remember that your grandmother’s sick and in the hospital, and they ask about her, that sort of thing. Remembering and acting on any customizations. I guess this is what we call caring. It’s more than just a business partner, you are an actual person at the other end. How do you feel they are in that area?
Adriano
Yeah, I mean I speak to the same girl every time I phone – Crystal. She’s the one that puts my newsletters together. She’s the one that knows me, knows what I am trying to do. I mean, Dave is also in on those conversations, I copy him on everything that I send to Crystal, so he’s fully aware of what I’m doing, what I’m sending, and what I’m asking for. So it’s not like you phone up an office and one month you get this designer, and then the next month you get a different designer, and they are not in tune with what you did last month, or they don’t know what changes or fonts or colors you have changed, and it keeps fluctuating because there is no consistency there. It’s not anything like that. It’s actually really nice in the sense that when you phone you talk to the same person. They know exactly what you did last month. They know the little tweaks and changes that they have done, and they incorporate it on the next newsletter. So, it takes a lot of that kind of stress away, of trying to make sure that it’s consistent, it’s professional, that sort of thing. There’s never any issues there. So, on that level it’s nice. The second level is, yeah, I mean, I’ve invited them up for coffee if they are ever in town, or they have invited me to their Christmas parties, that sort of thing. So, it’s more like dealing with a friend than it is with a business-to-business.