After honoring my request to be taken off Kimpton's email list, Maggie Lang said my snarky email "made me smile this morning. Note to self: Must make effort not to sound like #5. Have a great day. I shall resist inserting a smiley face here."
At which point my knees buckled: "OK, Lang. Now I'm starting to love YOU."
And in her reply to that, she referred to herself as "Bogus Title Lang."
When it comes to loyalty and relationships, a sense of humor and a willingness to mix it up are a great start—and they're clearly Maggie Lang's long suit.
But wake up, Maggie: Accuracy also matters, as does understanding your whole audience, and restraining your corporate "voice."
Because curmudgeons are customers too.