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6 traits of a great customer service email

by Margot Carmichael Lester | Jun 27, 2016 | Writing/How to Write

We're long-time fans of Basecamp. No lie, it was a key tool in scaling my operation to meet increased demand from an important client and become content agency of record for a major North American brand. We recently upgraded to Basecamp 3 and had a small billing...

Are you making this online customer service mistake?

by Margot Carmichael Lester | Mar 14, 2016 | Best Practice

We have all kinds of feelings and beliefs around online customer service and support. Some of them are founded in actual experience, others are based on stories we make up or depictions in movies or on TV. But I think it's fair to say that we all approach each...

Raising the customer service bar

by Margot Carmichael Lester | Oct 27, 2011 | Best Practice, E'ship, What-Not

So yesterday I was meeting a friend for an adult beverage at one of my favorite local watering holes, The Crunkleton. I swanned in and took my place at the bar when the bartender informed me that they were actually closed for a private party. No problem, I said,...
Don’t make this email mistake

Don’t make this email mistake

by Margot Carmichael Lester | Jan 13, 2021 | Marketing, Advertising & Promotion, Public Relations/PR practice

Lots of us include a contact option on our websites, a webform or an email address. Great! People love having a way to reach out directly. What's not great is when those avenues to contact turn out to be roads to nowhere. How many times have you reached out only to...
Customer Experience: The power of a simple “thank you”

Customer Experience: The power of a simple “thank you”

by Margot Carmichael Lester | Oct 28, 2020 | Marketing, Advertising & Promotion

Customer experience is just a fancy way of saying, "be good to the people who shop with you". And as the child of small business owners, I take that stuff really seriously. My parents, who owned a gourmet grocery, wanted people to feel welcomed, encourage them to try...
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