Customer Service - Advertising Media

The post we wrote about Matt Coniglio from Fastline got some traction...from others in the business.

We heard, via e-mail, from several other advertising agencies and even some clients about how poor most advertising media people are with their follow up. 

And it's true.

Our phones ring daily with calls from media sales people pushing "last minute deals" or "special pricing opportunities".  Sometimes...depending on the client and the "deal" we can make a buy.  Remember, media plans should be flexible to do just this.

However once the ad is placed we rarely hear from the sales person again.  In fact...I'll wager that only three or four people have ever called back to check with us about our client reaction or even just to...call.

We recently placed $30,000 worth of business with a company for a two month run.  We've not heard a word from them since the original order.

It's not that we want to be fawned over...but this isn't retail where you buy a scarf and never set foot in the place again.  (However at Von Maur...one of the very best upscale department stores in the nation... sales people will usually send out a personal note following a sale....)

It should be about relationships...but sadly it's often the quick buck. 

What say you?

Michael P. Libbie - Insight Advertising, Marketing & Communications...thanks for reading.

Comments

I've leave the association anonymous that did the same thing to me Michael. I was excited, I plunked down multiple hundreds of dollars, and have never received as much as an EMAIL thanking me, inviting me, or otherwise stroking me for joining (when I SURELY didn't have to). It's just poor brand management when you take folks for granted. ESPECIALLY in a non-profit association that is supposed to live/thrive/feed off of its members. Shame.

[Michael Libbie]

That is another area...association membership. Good call. We've joined our share of them and for the most part they are pretty good at keeping in touch. However...there are some... Thanks for reading and for the comment.