Was talking with a client this morning - we were chatting about referrals, and they wanted to know who else in their industry I wanted to work with.  I was flattered, but the funny thing is my first response was I didn't need more referrals from his industry - I needed referrals from the best people he knew.

We've been very fortunate in our business.  Everything Franki and I do is referral-based (or from searches or blogposts), and it has kept the lights on so far, so it seems to be working.   But we don't take every client that comes down the pike.  It's not that we're elitists, or even terribly picky - it's that our brand of selling requires that we have an idea that if executed properly, will bring returns for our clients.

Basically - if I can't figure out how to use your website (or blog or online presence) to make money, I don't do a proposal for you.  I'd rather pass you on to someone else or just give you a few words of encouragement to do it on your own.  The effect of this, has been clients we really like.  In social media terms, we're picking the best brands that have the best customer service to work with, and that makes our projects a lot more successful.

Now, we're not perfect - and we're not all-knowing, but I'd say that even when a project fails to deliver, we build something of value for the client, and end up assisting them in another way.  If the website doesn't sell enough of the product, one of my key referrals with another client leads to a big sale that covers cost.  If the market for a product isn't there, the website is used to launch another service offering that is more profitable. 

So the answer, of who to refer to us, is a simple.  Refer to us the best people you know. Refer people with a light in their eyes, who get up each morning excited about what they're doing.  Give me a dozen of those clients a year, and we'll remake the world.

It's time to give a big round of applause to Target. We've been ordering items from them online lately, and it has given us the opportunity to see how an industry giant handles interpersonal communication.

The story began when I ordered an RTA (ready to assemble) coffee table for our office. It seemed fine until we had it completely put together. At that point I noticed they there were some damaged areas to much of the wood. The table itself was gorgeous, and - to be fair - when you order RTA furniture you are not expecting perfection. But this was considerable damage, so I contacted customer service using the web site.

What did I expect? That's easy. Based upon previous experiences with online vendors I anticipated having to ship it back at my own expense, re-order the table and wait for a refund to arrive. Not the case. I received a personal, compassionate response from a specific customer service representative who actually offered their name and contact information (first shock). They apologized for my inconvenience, told me a new table was already on the way and thanked me for my patience.

After I recovered from the shock, I went out of my way to find a way to send Target corporate an email letting them know how amazed I was at the personal service I received. Let's be fair, in this day and age most people are disenchanted with how customer service issues are handled. It's either outsourced, automated or an afterthought - or some combination of the three. But Target, it is clearly a priority to handle each issue on a one-on-one basis.

Last week, I received another item from Target.com that appeared to have been damaged in shipping. In my note, I conceded that it looked like something I could possibly fix, but doing so had not proven easy. I asked if I could take the offending item to the store and order a replacement. Within hours of sending in my note, I received a genuinely kind note from a Target rep. They told me how to have UPS come to my home to pick up the item. And - oh, by the way - a new item was already on the way to my home.

Is that the end of my story? No. I noticed that the item above had just gone on clearance. I could have saved $30 if I'd just ordered it this week. Since I'd not yet received the replacement, it seemed possible I could intercept the shipment and rebuy it at the new price. I was informed that normally I would need to return and repurchase the item to receive the new price, but in light of the situation surrounding my order they had already issued me a $30 refund. Can you believe that? I am 3 for 3 in terms of positive (very positive) experiences with Target.com.

Let me back up by telling you about my behavior as a consumer. I am a very engaged consumer. I price shop, I demand quality, I am not shy about asking for better service or products. But I am also fiercely loyal when I find a product or merchant who does things right. What Target.com did for me ranks them among the very peak shopping experiences I've had. Who knew a mass merchant could reach out and be so personal? I am truly impressed and have no qualms about telling you they have won my loyalty. Kudos to the powers that be for their courteous, professional and customer-centric approach to doing business online. My experiences with Target.com have been absolutely stellar.