Please don’t say I didn’t warn you. School started up this week and with it, of course, the fundraisers. My children will be on your doorstep within the month; their tiny noses pressed against your screen door selling you a magazine subscription. Like the cookie dough, cowboy steaks (which aren’t actually made of cowboy – […]
Porcupines Part IV: A Jack Russell Betrayed
Final post on porcupines, I promise. We’ve reviewed the regrettable things marketers do to perfectly lovely people that make them angry, demanding and rude. First we can ignore them. If that doesn’t work, there’s always cornering them with unnecessary or unwanted stuff and today we discuss the big one: Betraying them. There are five ways […]
Porcupines Part III: Nobody Puts Bunny in a Corner
Still on about the porcupines and examining how marketers can turn perfectly lovely people (Bunnies) into angry, demanding, rude monsters that our customer service people have to shoot. Last post we looked at the role ignoring someone can play in shoving them over the edge. Today I want to look at the second thing we can […]
Porcupines Part II:How Can I Ignore You When You Keep Going Away?
I’ve been thinking a lot about Porcupines lately, which is either testimony to Richard Gallagher’s brilliant insight or a sad commentary on my social life. My thesis in the last post was that porcupines, defined in this context as people who are angry, demanding and rude, are not born, but made. So the question for […]
Porcupine Customers Are Made, Not Born
My name is Elizabeth and I’m a Porcupine. Well, only a part-time Porcupine; the rest of the time I try to be a more benign member of the woodland family. If you haven’t read Rich Gallagher’s book, What to Say to A Porcupine, you should go get it now and send it to your poor, demoralized […]