To paraphrase the statement made several years ago in the Clinton/Bush years, we've had recent experiences which suggest that a temporary revival in service standards in retail has ended.
Recent dealings with Thomasville Furniture in Toronto left us disillusioned, frustrated and profoundly perplexed that a company of this standard has yet to learn the pitfalls of over promising and under delivering. And not just by a little bit. A great whacking gap between promise and fulfillment. Let's just revisit this: we agree to purchase a new bedroom suite at a not inconsiderable expense. The sales person is cheery and accommodating. Promises delivery of the entire suite within one month. You know what comes next. A month passes. But do we hear anything from Thomasville? Nope. We're left to make contact and when we do we're informed that things are just a little delayed but all wll be made right within the week. The week passes. Bupkis. We get back in touch. Oh, the items we ordered are out of stock and because the line, just launched, is so popular, we're now looking a several more weeks and oh by the way one of the items is no longer stocked so would we like another piece which is only moderately more expensive but no can't really say when that will come either.
Now, given that we're about to list our house on the market and have a number of open houses we want the suite to upgrade the appearance of the home.
To make a long story tedious...we finally received a floor model of the bed, two side tables which are not what we ordered (still waiting for those), did get the coffee table but still no chest of drawers. Nothing but a series of disappointments and all so easily managed with that profound retail strategy...TELL THE TRUTH.
Latest episode...Thomasville promised to call on Monday to arrange delivery of tables. No call Monday. Called. Promise to call back ASAP. No call. Called...person has left for the day.
It's now Friday. No delivery. No call.
Ig ergo sum...no more dealings ever with Thomasville Furniture and all for the want of someone with the gumption to just fess up and cut the b.s.
It's about the service stupid!
Friday, March 14, 2008
Monday, March 10, 2008
Exciting and interesting packaging developments
While working on an analysis of the relative merits of various packaging substrates for one of my clients, I came upon a myriad of interesting developments globally. Perhaps one of the most interesting was what I found on the ecolean.se site. They have developed a new product named CalymerTM and it is made of chalk.
As ecolean writes on its site "no chemical processes are necessary to extract the raw materials and only limited amounts of energy are required. Calymer consists of at least 40% (by weight) calcium carbonate - nature's own mineral and building materal - and of plastic binding agents (PE and PP). The calcium carbonate provides the strength and stiffness and the binding agent provides toughness and flexibility. After disposal a used package can either be recycled or recovered as energy by incineration."
While not available for asceptic applications, this is an interesting development in a field where people are ever-more concerned about how packaging materials impact our lives.
As ecolean writes on its site "no chemical processes are necessary to extract the raw materials and only limited amounts of energy are required. Calymer consists of at least 40% (by weight) calcium carbonate - nature's own mineral and building materal - and of plastic binding agents (PE and PP). The calcium carbonate provides the strength and stiffness and the binding agent provides toughness and flexibility. After disposal a used package can either be recycled or recovered as energy by incineration."
While not available for asceptic applications, this is an interesting development in a field where people are ever-more concerned about how packaging materials impact our lives.
A little bit buried and don't want to commit to permanent employees?
A little bit buried? I can help you dig out.
“A critical component of a great brand and the most essential element of its composition is that the experience of the brand must create an emotional connection with the consumer. Emotion is the one human ability that cannot be automated and companies need to embrace the notion that their stories are perhaps more important than their products.”*
At a very reasonable rate I am ready, willing and able to assist you and your clients in their storytelling.
What I do
Storytelling.
Management and business consulting.
Corporate, marketing and retail strategy
Brand creation and management.
Copywriting and project management.
Client service.
How we can do it together
Contract. Free lance.
Part time. Full time.
Maternity leave coverage.
Hourly. Daily. Project based. Retainer.
A little bit of background
Since my first job as Editor of the St. Thomas Courier weekly newspaper, my career revolved around the essence of communication. A copywriter by craft, I spent the past 30 years in a variety of positions on both the client and agency side of the marketing communications business. During that time I worked extensively in virtually all economic sectors and for clients ranging from AT&T to Canada Bread, from Bank of Montreal to ING, from PepBoys Auto to Wal-Mart. At the same time I gained experience working with organizations throughout North America, the United Kingdom, Germany, South America, and Korea. Whether writing compelling copy, creating retail environments which create an emotional connection with consumers, enabling driveway sealing products to achieve premium status, or helping financial institutions create a lasting, trusting relationship with clients, I have driven the process which brings opportunities to fruition.
As my career evolved, my specialty gravitated toward the world of copywriting, brand creation and management. When I founded Grace Hanna Inc. in 2003 I based its approach upon a well-experienced understanding of the critical components of effective communication: Clarity; Simplicity; Wit.
*Rolf Jensen, Copenhagen Institute for Future Studies
“A critical component of a great brand and the most essential element of its composition is that the experience of the brand must create an emotional connection with the consumer. Emotion is the one human ability that cannot be automated and companies need to embrace the notion that their stories are perhaps more important than their products.”*
At a very reasonable rate I am ready, willing and able to assist you and your clients in their storytelling.
What I do
Storytelling.
Management and business consulting.
Corporate, marketing and retail strategy
Brand creation and management.
Copywriting and project management.
Client service.
How we can do it together
Contract. Free lance.
Part time. Full time.
Maternity leave coverage.
Hourly. Daily. Project based. Retainer.
A little bit of background
Since my first job as Editor of the St. Thomas Courier weekly newspaper, my career revolved around the essence of communication. A copywriter by craft, I spent the past 30 years in a variety of positions on both the client and agency side of the marketing communications business. During that time I worked extensively in virtually all economic sectors and for clients ranging from AT&T to Canada Bread, from Bank of Montreal to ING, from PepBoys Auto to Wal-Mart. At the same time I gained experience working with organizations throughout North America, the United Kingdom, Germany, South America, and Korea. Whether writing compelling copy, creating retail environments which create an emotional connection with consumers, enabling driveway sealing products to achieve premium status, or helping financial institutions create a lasting, trusting relationship with clients, I have driven the process which brings opportunities to fruition.
As my career evolved, my specialty gravitated toward the world of copywriting, brand creation and management. When I founded Grace Hanna Inc. in 2003 I based its approach upon a well-experienced understanding of the critical components of effective communication: Clarity; Simplicity; Wit.
*Rolf Jensen, Copenhagen Institute for Future Studies
Subscribe to:
Posts (Atom)