A big part of marketing is about the image you project from inside your company as well as out. As someone who wants to come across as very helpful with a supportive and can-do attitude, I got into the habit of asking clients after my final invoice ‘How do you feel it went so far? All feedback is appreciated’

It’s a simple question but one which has proven invaluable. The latter part invited negative criticism as well. I would like to say this never happens but it does which is a good thing.

We all make mistakes… but without generalising, I make mistakes. Most mistakes I know about and fix them before the client (and in my line of work, their clients) ever notice, if it’s a big mistake I will inform the client and tell them what I’m doing up at 3am, what I’m doing to fix it and when they can expect it to be rectified. Some ‘mistakes’ go unnoticed however. Asking this question ensures that I know what they feel I did wrong, and this gives me the opportunity to put it right. When that customer is deciding whether or not to renew, that could be a make or break decision. I have so far lost only one client in 2 years.

When things are going perfectly, it instead gives me the opportunity to proudly add their comments as a testimonial or I can ask that it is submitted via Ecademy or LinkedIn.

Customer feedback is essential as there are three types of complainers:

1) Something went wrong and they tell you
2) Something went wrong and they don’t tell you
3) Nothing went wrong and they complain anyway

Number 3 is the most annoying but number 2 is dangerous for your business because they are telling someone.

This is the easy way to move number 2′s into the top slot.

The news of Michael Jackson’s passing was quickly widespread, it was probably the fastest news story ever to reach the world and it did so because of technology, namely Twitter. Within minutes of the article appearing on TMZ’s website, it was global! I was following closely using one of my favourite Twitter news tools; Twitscoop which analyses public tweats looking for patterns in real time and shows emphasis on the most common subjects.

Through Twitter, I watched accusations on Michael’s Doctor, I saw mass hatred of Parez Hilton for accusing Michael of faking his collapse.

Yesterday I saw the start of the mass moonwalk in Liverpool Street Station, I even got to watch it live online through someone’s mobile phone!

Twitter is a wonderful thing because it allows mass communication spread instantly throughout the world.

While watching the trending keywords on Twitter however, something strange happened. Jeff Goldblum’s name popped up and quickly grew. After looking into it, news of his death was spreading just as quickly. Harrison Ford also cropped up as having died or gone missing depending on the source.

News of Michael Jackson stopped people in their tracks and brought them online to Twitter. Now people are poised for news, this story went even faster!

At the time of writing, both Jeff Boldblum and Harrison Ford are alive and well (and no doubt questioning that fact Sixth Sense style)

Before Twitter, reporters researched stories before publishing. All information needed some proof before it would get published.

With Twitter, the information leaks uncontrollably and is retweeted and spread with little or no such research.

The world has become a nation of well connected, free publishers. Is this a good thing? The alternative Orwellian Internet doesn’t bare thinking about but we should learn to be ever more careful about the source of our information.

We need to learn to fight the urge to become the ‘first’ and instead become the ‘best’. I wonder where else that lesson could be applied.