What it takes to keep a client
July 17, 2018
By Jerry Bellune
One of our elderly gentlemen readers called the other day to complain. Our Pet Editor, Scoop, writes a joke column in our newspapers, the Lexington County Chronicle and The Lake Murray Fish Wrapper.
Scoop (and his editor) find these jokes everywhere but mostly online. Some are a bit salty, which we don’t use. Nor do we use the ones too vanilla to be funny. But humor is always a matter of one’s taste.
This gentleman wanted to cancel his subscription due to what he considered an off-color joke that he did not want to have to explain to his teenage grandson.
If his grandson is anything like the teenagers we know, he may be able to better explain it and even salter jokes to Grandpa.
Katie, our subscription manager, apologized and did everything she could on the phone to assure him we will watch it.
She even went back and read the joke he referred to and found no offensive content.
We wrote him a letter explaining that, being a dog, Scoop does not always anticipate what may offend humans and gets carried away with his sense of humor.
We promised to keep an eye on Scoop and offered the reader a free subscription.
Katie handled the situation well.
How well do your people handle complaints? How do you know?
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