C.R.M. (Customer Relationship Misery)

Peggy and I erred in trusting the information from Rick Steve's website to help us find the American Express office in Moscow. We lost an entire afternoon and suffered serious agita.

The Utter Incompetence of TD Bank and T-Mobile/Android

Editor’s Note: Beginning in February, Denny Hatch’s Business Common Sense will be delivered to you in the Today @ Target Marketing e-newsletter. While the content and format of Business Common Sense will remain the same, it will come as the main story in the Feb. 14 issue of Today @ Target Marketing. If you already subscribe to Today @ Target Marketing, you’ll simply get one e-newsletter instead of two. If you are not subscribed to Today @ Target Marketing, you will receive only the issues that contain Business Common Sense.

In late 1945, the father of a schoolmate returned after serving as a lieutenant on Admiral Bull Halsey’s staff during World War II in the Pacific to find that his wife had run off with an older rich guy. The affair did not last and the wife (who was also very rich) pleaded with my friend’s father to take her back “for the sake of the children.”

He agonized over the offer and decided against it. As he said to me many years later: “If you walk into a dark room and get hit over the head with a two-by-four, you’re a damned fool to go back into that room.”

His words were etched in my brain.

For example, I once bought a pair of grey wool trousers from Jos. A. Bank Clothiers. I have always had a dreadful body and everything I buy needs some alteration. I wore the pants once and they dug cruelly into my lower parts—fore and aft. I threw them out. They were my second purchase from Jos. A. Bank—my first and my last.

Jos. A. Bank Clothiers are advertising all over cable television here in the East, and the commercials are like fingernails on a blackboard.

However, my experience with Jos. A. Bank was nothing compared to how TD Bank and T-Mobile/Android manhandled us on our trip to Moscow last month.

Denny Hatch is the author of six books on marketing and four novels, and is a direct marketing writer, designer and consultant. His latest book is “Write Everything Right!” Visit him at dennyhatch.com.

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