Where Do You Stand?

Amber wrote a post about my trip to the UPS Store last week. I wrote a post on my personal blog about the customer service provided by the UPS Store. Yesterday, a PR person for UPS commented on my blog and asked for the specific UPS Store so she could make sure they were rewarded for their excellence in customer service. I was more than happy to provide the information, and I was also impressed. As a PR person I was delighted to help a fellow practitioner. As a blogger, I was pleased my post was found by someone to whom it meant something and who could do something with the information (i.e. reward the store). Also, as a blogger, I liked the approach. The PR person was upfront, shared her approach in the comments and wrote simply, “Hello, I work for the PR Department for the UPS Store home office.” Her comment was clean, brief and above all, very welcome. A great example of good blogger relations.

This chain of events and interaction demonstrated some things to me:

1. UPS and the UPS Stores offer great customer service.
2. A way to spread the word and reward great customer service is to share your story on a blog.
3. PR people (the good ones!) are paying attention to what is being said in the blogosphere about their clients/corporations/organizations.
4. Good PR should circle back and reward those who caused the good publicity to happen in the first place, in this case, the staff at the UPS Store.

An interesting real-time case study in customer service, good PR and the blogosphere.

This entry was posted on Tuesday, January 22nd, 2008 at 10:16 pm and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.