I can’t quit you…

Customer service, care, consideration and concern — it is everything. The customer IS always right and the brand is always at risk…

Still, today while musing on what is takes to connect and keep in an authentic relationship with consumers, I ¬†went to a very personal place and considered which brands can “fail” and still stay in my sweetest of spots.

And so, (and yes I know I am procrastinating, you want the piece on connection not the list of my un-breakable brands) here is is – a short list of brands that I can’t quit. Brands who along the way have not impressed me but whose offerings somehow make it all ok:

Fresh — you know, when it all started between Fresh and Forty Weeks it was about as good as it gets…but now after a multitude of turn-overs on the retail level (frustrating!!!) and some pretty weak b to b exchanges I have my doubts. Yet – I get endless complements on my skin, my scent and no, I could not live without the Sake bath ritual…

W, Hotel — I am your little Eloise at Union Square, you treat me like a princess (and my family like royalty) and for that I am grateful. Still, there was that unprofessional nastiness with the BabyMoon and later some messy communication between your PR team and mine. ¬†Finally, hearing that you would not support my R Babay Foundation by donating even a room for auction on the occasion of my honor as Champion — oh that is just bad. Still, I have rooms booked and look forward to each an every return (thank you CT and co).

Quartermiane Coffee – You are the my two-stop a day habit. And your eager team is quick to jump into “happy Julia mode” when I walk through the door. Still, your “points rewards” system is eternally broken, your stores get just a wee bit dirty for my taste and your lines run too long because you have too few people working. And yet, we start every morning (when in town) sitting at the espresso bar and planning out our day…

And so the learning here – yes there are exceptions to every rule. And brands can find themselves irreproachable – but as brand, why would you take that chance?