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Whether it be PSA and Mr. Orlando, or Bob Iger and Disney, the scope of a CEO of any sizeable firm would never enable him to get involved with customer service on a one on one basis, as MB expects. As a matter of fact, he would be doing his company, shareholders, etc., a complete dis-service if that were the case. He must rely on his people to handle customer service. Is that to say he has no concerns about service? Of course not. His business acumen propels him to only assure his staff handle service issues and he (thru his chain of command) oversees this.
MB - At no time did I ever expect Mr. Orlando to personally get involved with my six figure + sub. Take one step back and get a clear pic of what to expect and how to achieve without FEELING THE NOISE all the time.
Each poster can edit your own post. If you want to change something go for it.
And once again for the record....if anyone in the world edits a post (I and other moderators can edit anyone's post) then you will see a little edit remark in the post and who edited it. This is a good thing in that everyone always knows if there has been an edit and who did it.....As was the edit this morning with me taunting Joe D.....I very rarely edit someone else's post unless it's to resize a scan....those, I do all of the time. *(your welcome )....best regards
I don't have a dog in this fight, but I do think it's important to note that there is a huge difference between the CEO of Collectors Universe (or the President of PSA) and the CEO of Disney.
CEOs of mid-sized companies ROUTINELY get involved in customer service issues, in any industry. At many mid-sized companies, the company is a "key man" oriented business, with the CEO serving as the face of the company. If the business is set up that way, customer service issues can be escalated all the way to the top. If a CEO publishes his email address and sets a precedent by handling customer complaints, he/she sets him/herself up for that level of customer interaction.
Many companies that are even larger have CEOs that invite customer contact.
Macnoube or whatever your name is someone must have spiked your oj. I did not expect Joe Orlando to be customer service. My cards were never supposed to be graded or slabbed per a phone conversation i had with Joe before the cards were sent in. We talked on the phone for about 15 minutes regarding the situation and i clearly stated that do not grade these cards without contacting me and yes i do hold people to their word. I really am not going to argue with you on your comparison to Joe and the CEO of Disney because that is just ridiculous. PSA is a hands on company and Joe knows all the major players in the game on a first name basis. One more thing if you sent in 100,000 dollars worth of cards on a whim without speaking to anybody at PSA either you are the biggest moron on the planet or a trust fund baby.
This message has been edited by shoelessjj on Jan 15, 2009 12:15 AM
Also i might add that here is another thread regarding PSA and it was not locked. In regards to the high maintenance comment Steve call it how you see it. I always try to establish a personal relationship with people i do business with and yes hold them accountable for their actions. I'm not one of these ho hum go with flow types that show 1/2 late for meetings and then have every excuse in the book as to why things are screwed up. What happened to my cards is ridiculous because the box never made it to Joe's desk and it was personally addressed to him. It is almost comical that someone in customer service ended up with the box. Talk about a shotty company.
I am neither, just a casual player in this game. Trying to have fun and profit at the same time. And no exec. should be a hands on CSR with you or any other indivd., regardless of any "personal" relationships.
fyi - I would doubt Coll. Univ. is considered a sm. co. - My guess is they are mid-size.
Al - I have never seen any co. of a mid-size plus proportion have the ceo and/or pres. involved in direct Cust. Serv.
If you sent a 100,000 plus order in at one shot ahhhh that is not casual. I really do not need any advice in how to handle my business affairs Macboube, i'm sure you are a nice fellow but your not following the facts in this particular matter.
I was a CEO of a sm. co. (retired now at what most would consider a young age), and if I mis understood, oops again. If you read my orig. post from ten days ago or so (when you were feeling the noise), you'd know the circumstances and why casual.
Well Macboube i'll have to buy you a shot of crown at the National. By the way did you get the cards back that were worth six figures? I'd be interested in hearing how many cards you submitted and how they graded out.
