Care About the Company–It Goes Both Ways

I am very particular about which companies I patronize. I am no longer willing to spend hard-earned money at a business that doesn’t treat me like they want me as their loyal customer…really want me as their customer. When I have a choice between more than one company, I want to be a customer to the business that treats their customers right—with respect and with the attitude of doing all they can to do right by their customers.

I recently wrote about a bad customer experience at Ann Taylor, which is one of my favorite stores. I still think their return policy is not a good one and brings their company much too far away from their very strong belief in pleasing their customers. It’s just not a good policy.

I did what I can. I called their customer service to give my opinion/feedback. If there is any hope of their policy ever changing to a much more customer-friendly policy, it will be as a result of customer feedback. So, I did my part.

I must commend their customer service department, however. They did have someone call me back to address my concerns. Nothing has changed in regards to my returned item but they did call me and they did address my issue. They are going to send me a $25 certificate. It doesn’t fully satisfy me but I do truly appreciate the gesture, the fact they called me and listened. Not all companies call back and not all companies listen, unfortunately.

So…now it’s time for me to do my part. I do thank Ann Taylor for calling. Like I said, not all companies take that step or take their customers’ opinions as seriously as Ann Taylor does. I was planning on not shopping there anymore, and I still may not. But I am, at least, going to consider it.

When is the last time you truly listened to your customer?

For this economy to work and for business, as a whole, to be successful, there needs to be some give-and-take. In this case, the company took the time and effort to listen to the customer. And the customer listened to the explanation from the company and thanked them for their effort. Customers need to consider what is fair to the company just as the company needs to try to be as fair as possible to the customer, in every situation.

It goes both ways.

Please contact Anna Brice at Pinnacle Peak Marketing, Scottsdale AZ about Marketing for Small/Medium Business.

Phone: 480-661-0292


About Anna Brice, Pinnacle Peak Marketing

I am an Independent Marketing Services Provider and Principal of Pinnacle Peak Marketing. Pinnacle Peak Marketing provides companies, small and large, the opportunity to utilize a reliable outsource marketing resource and take advantage of the flexibility of the full menu of marketing services we provide. Clients can pick and choose the precise services they require and only contract for those specific services. This is what I refer to as On-Demand Marketing Services. Our work includes long and short-term projects or can be done on an hourly, retainer or project-by-project basis. I am a marketing professional with 13 years experience in the travel industry and 11 years in marketing. My past experience includes marketing management roles at Sony Electronics, Fujifilm and I have worked in every level of marketing and the experience at each level has served me well. I continue to learn and in marketing today, the changes are so swift and dramatic, that one must continue to learn in order to survive and thrive. I work with a group of professionals and we work together and separately and are able to provide a wealth of knowledge and resources as a combined group. My husband, Ed and I also have two vacation rentals in Scottsdale and one vacation rental home in Edgartown- Katama in Martha’s Vineyard. We rent these properties through our company, BREO Vacation Rentals ( It is great fun and we have been very lucky with great renters. We have had only one bad experience, so we really can’t complain. We have been very lucky to get many repeat renters (all of our properties now have had repeat renters), so we feel like we must be doing something right. We do try hard, that’s for sure. I am never far from marketing, between Pinnacle Peak Marketing and BREO Vacation Rentals. I enjoy it, love it and have a goal to help companies grow; connect those companies with their customers and their customers to them.
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