Tag Archive: apologies

Apologies – The Good

interactiveamy_dominos_crew.jpgToday on The Bigg Success Show, we were thrilled to welcome Amy Ravit Korin, also known as interactiveAmy. She’s a social media consultant to individuals, local businesses and Fortune 500 companies. We met Amy at SOBCon, the business school for bloggers. Amy has so much personality that, once you meet her, you’ll never forget her! So let’s get to the conversation …

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icon for podpress  Hear interactiveAmy tell her story to George & Mary-Lynn on The Bigg Success Show! Click the purple player to listen while you read: Play Now | Play in Popup | Download

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marylynnAmy, you told us this incredible story that we want you to share with our whole community. You recently ordered some pizza from Domino’s. But it took an hour to get the order to you and, when it arrived, it wasn’t right. What happened next?

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amyI called the store and they said they would send over another one. I’m also very active on Twitter – as a social media consultant it is one of my preferred methods of communicating. So I tweeted what had happened. I was just venting my frustration.

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georgeAnd that's when Ramon De Leon, who is the owner of the local Dominos stepped in, right?

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amyYes! He twittered me right away and asked which location I ordered the pizza from.

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Get in on the conversation

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marylynnThis is a good thing for local business owners to understand. Since you are a social media consultant, Amy, how did Ramon know that you had tweeted about him?

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amyThere are great tools out there that allow you to monitor the real time feed of what's being said on Twitter. Ramon probably had an alert set up for the word “Domino’s” or “Domino’s Chicago.” You can use any term that's relevant for you. In addition, you could also set up a Google Alert, which will alert you whenever your name, brand, or company is mentioned on the Internet. So Ramon said that he would remedy the situation and be back in touch when he had more information. I figured I was going to get a credit for free cinnamon sticks the next time I placed an order. Imagine my surprise when I woke up the next morning, logged onto Twitter, and saw a tweet from @DPZRAMON. It said, "Amy, we want to make it up to you, please click on this link." The link took me to a video apology from Ramon, who is the owner of six Domino’s franchises in Chicago. He was standing there with Junior, who is the General Manager of the store where I ordered my pizza. They were offering an apology for what had happened that previous night.

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The buzz begins

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marylynnLike a lot of people, we've watched that video. I really liked that the apology was very sincere!

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amyYeah, what's so crazy is, just this morning, I actually got a tweet from Ramon. He said that video has been embedded on over 30,000 websites! And this is not just 30,000 watching the video; this is 30,000 people who think it's noteworthy enough to feature on their website.

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Wow!

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marylynnAnd in this video, not only did Ramon apologize to you – and promise to make it up to you – he said that they were going to wow you! Now that's more than cinnamon sticks. So what did they do to wow you?

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amyFirst of all, I was totally wowed by this video apology. I had never seen or heard of anything like it. Well as it turns out, I'm also involved in the Social Media Club of Chicago. We hosted an event on Thursday, April 30th – the kick-off to SOBCon. It was a great event where we had all kinds of Chicago social media minds in addition to friends from all over the country. Independently of this video apology, Domino’s was already secured as an event sponsor. So if that wasn’t enough, Domino’s showed up with over 100 pizzas for our club. They also brought a personal pizza for interactiveAmy, with my name all over the box. Ramon delivered it himself.

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george
So he didn't delegate this!

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amyNo, he didn't! Not only was he there, he was really excited about it. He couldn't wait to meet everybody who had heard about him after the video apology. But he was most excited to come and meet me, which was really cool.

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george
And who can blame him, Amy? We know you!

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amyHe also brought some members of his team including Junior. And it was his day off! In addition to the personalized interactiveAmy pizza, Junior also brought me a dozen roses in my favorite color, fuchsia. See video of interactiveAmy with DPZRAMON and Junior.

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marylynnHow on earth did he know your favorite color? He must have visited your website where that color is so strong.

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amyThat's true. I don't know if he did his back end research or if he just took a guess that women like bright pink.

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marylynnWell, I am just wowed by all of this. It’s just incredible!

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interactiveAmy and DPZRAMON

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The conversation begins when a mistake is made

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amyI thought so too. Ramon and I are still in touch. He has become an example of what great customer service is and can be – how to take steps to forge relationships with your customers which is a huge opportunity. When somebody makes a mistake, it doesn't have to be the end of the conversation. It really should be the beginning.

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georgeThat's a great point, Amy. But you could have just said nothing and not gone back to Domino’s. Instead you said something – not even expecting a response – but he responded in such a magnificent way that you've talked about it ever since. Plus 30,000 bloggers have talked about it too!

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amyExactly. As the owner of my own social media company, this is definitely something I try to advise business on, from small mom & pops all the way up the Fortune 500 ladder. Take any opportunity to engage in a conversation about your brand, product or service. And listen – especially when someone says something that might not be the most flattering. It’s a great way to get insight and take steps to remedy the problem. So first you have to listen. Then you can engage. You can become part of the conversation and take the necessary steps to forge your relationship going forward.

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georgeThose are great points, Amy. Here’s what I’ve learned – if you need a case study for your social media consulting business, just be your own.

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amy
I think that's a lesson to all of us … go out there and make things happen!

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Thanks Ramon for being a shining example of great customer service.

And thanks Amy for sharing your story with us.

And thank you for reading our post today.

Bigg Question

Have you been impressed with the response to a complaint? Share that with us by leaving a comment below, e-mailing us at bigginfo@biggsuccess.com or calling us at 888.455.BIGG (2444).

Please join us next time when we’ll continue on this thread. We’ll discuss bad and ugly apologies. Until then, here’s to your bigg success!

Subscribe to The Bigg Success Show in iTunes. 

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Direct link to The Bigg Success Show audio file:
http://media.libsyn.com/media/biggsuccess/00392-051209.mp3

Related posts

Apologies – The Bad and the Ugly

Relationship Building Blocks

Failure to Do This Harms Relationships

Creating Wealth in the Next Generation Economy

(Image in today's post provided by interactiveAmy)

We the People are Taking Back Our Country

we_the_people We usually talk about money on Mondays. As we discussed possible topics for today’s post, we realized there was no bigger issue than what’s going on in Washington and Wall Street. Our apologies to our international listeners, but we’re going to be domestic today. But as we’ve seen, it obviously affects everyone worldwide.

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icon for podpress  Hear George & Mary-Lynn talk about today's post on The Bigg Success Show! Click the purple player: Play Now | Play in Popup | Download

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We usually don’t talk about politics. We won’t be partisan; there’s plenty of blame to go around. We know that we may upset everybody today; that’s not our intention.

We think it’s time to look at the facts so we can make the right decisions here in a few weeks … who are we going to hire?

Not just for President, but for government at all levels. It’s time that we, the people, take back our country, our states, and our cities.

We’re sick and tired of the blame game and passing the buck on personal responsibility. Leadership is about taking responsibility. The leaders of our biggest companies aren’t taking responsibility, but even more sad, our elected officials aren’t bearing it, or requiring it, either.

We, the taxpayers, invested $85 billion in AIG. What was AIG’s response? They threw a $440,000 “party”. Sure they called it a “planning meeting” or an “executive session”. But how can you justify spending that kind of money for a retreat when you’re using our money and you’ve been on the brink of financial collapse?

It was a complete slap in the face and our leaders should have seen it as such. But what did they do? Turn around and give AIG another $38 billion two weeks later!

How many of us could walk into a bank two weeks after we borrowed a bunch of money in desperation and get more?

How successful would we be at getting more money if we so grossly underestimated how much it would take the first time around?

“Oh, and by the way, Mr. Banker, we know you’ve heard that we wasted some of it on a spa getaway, but we need about half as much again as we borrowed the first time. Will you lend it to us?”

Can you imagine the response?

Fortunately, AIG scrapped plans for another “party” after news got out about the first one. Of course, we’ve also learned that they tinkered with the idea of spending some of our money running an advertising campaign to apologize for the first “party”.

Some insight into the mismanagement

Warren Buffett was interviewed by CNBC’s Becky Quick back in August. Part of the conversation turned to Fannie Mae and Freddie Mac. We’ll paraphrase …

Congress set up the Office of Federal Housing Enterprise Oversight (OFHEO) back in 1992. The sole job of this agency was to evaluate the soundness, accounting practices, and the like of Fannie Mae and Freddie Mac.

Two companies … that’s all OFHEO had to oversee. Buffet, of course, notes that he does more than that all by himself.

It took 200 OFHEO employees and a $65 million dollar a year budget to do that.

Year after year, OFHEO reported to Congress. They stated that the accounting was sound. The directors were great. Everything was just fine. There was nothing to worry about.

Well, we all know what happened – two of the greatest accounting misstatements in the history of the stock exchange caused by management misconduct. What was OFHEO’s response?

A report to Congress blaming the management, the directors, the audit committee. Everybody but themselves.

200 people with a budget of $65 million overseeing just two companies. Yet they assumed no responsibility for this huge blunder.

The problem we have is that everybody blames anybody else every time there is a problem. It needs to end now.

How to put an end to it

The solution may surprise you. It starts and ends with us. We need to take personal responsibility. We made mistakes too. We bought in.

We saw government borrowing and living beyond its means, so many of us borrowed and lived beyond ours. From this day forward, that ends. We won’t forget this lesson. We will bailout ourselves. We will get back on our feet. We will prosper.

We also delegated too much. We voted, but we didn’t pay close enough attention to what our elected officials were doing. Well, Mr. or Ms. Politician, you have our attention now. And we’re going to keep paying attention.

What we can’t control

Here’s what paying closer attention has shown us – we see a complete vacuum of leadership. You’re not a leader if you don’t take responsibility for your mistakes. You’re not a leader if you don’t solve problems; you only assign blame to others. You’re not a leader if you can’t tell us where we’re at, why we got here, and what we’re going to do about it to make tomorrow better than today.

We can’t personally do much to change the leadership on Wall Street. We can’t do much to change who reports our news, because the media missed the boat on this one as well. We can’t choose the bureaucrats, like the ones at OFHEO, who oversee key agencies and put policy into action.

What we can control

We do get to choose who we hire to represent us. We have important decisions to make in a few weeks. Not just for President. Not just for the Senate or the House in Washington, D.C. We get to choose who will represent us at all levels of government.

So here’s how we put an end to it now. Quit thinking like a Democrat or a Republican. That’s another trap they’ve led us into and we bought in.

No, we will hire the best person for the job. We need to do our homework: What’s their record? What have they accomplished? How have they handled their fiduciary duties in the past?

The past is the best predictor we have of the future when it comes to human behavior. That’s how we would hire anybody else. Why would we hire our elected officials any differently?

We have access to the records of our current elected officials. We can know what they’ve done. We need to start paying closer attention.

Resources

Current legislation before Congress

Votes Database by The Washington Post

Records of the U.S. House of Representatives

Official site of the U.S. House of Representatives

Official site of the U.S. Senate

List of government agencies – federal, state and local

Find the official sites of state, county, and city governments

We the people

We’re looking for public servants, not party servants or power servants. We the people are taking our country back.

Go ahead, Mr. or Ms. Politician … take that special interest money. But you better be clear about who you serve. We the people.

Mr. or Ms. Elected Official, go ahead and listen to your party leaders. Just know that, on Election Day, we won’t vote for the person who serves the powers that be. We will vote for the person who serves us. We the people. 

Combined, we’re more powerful than Washington can ever be when we are educated and informed. We will take personal responsibility to learn who best serves our interest, and the interests of our children and grandchildren.

We the people are taking back our country.

What do you think? 

Subscribe to The Bigg Success Show in iTunes. 

Subscribe to the Bigg Success feed.

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