Customer Service

We Live In A Magic Pill Society

Rachel Strella  -  May 03, 2015  -  , , , ,  -  10 Comments
Last week, a small business owner client told me that some of his participants in a service-based program reported frustration and disappointment in the end result. He was very careful to explain what this program can and cannot do for them – and he was sure they understood that his job was to position

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Social Media: Client Expectations vs. Reality

Rachel Strella  -  Apr 26, 2015  -  , , ,  -  No Comments
By Lauren Galli, #Strella Creative Director Famous musician, Frank Zappa said, “reality is what it is, not what you want it to be.”  In the social media management field, we are often forced to confront reality on a daily basis.  Our clients come to us with a grand vision for

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For Social Media Managers, Customer Service is Core

Rachel Strella  -  Apr 19, 2015  -  , , ,  -  No Comments
It’s been the ongoing assumption, a joke in part, that social media professionals spend their day ‘playing on Facebook.’  But, we know the truth, especially social media managers. An average day as a social media manager is often mundane – and much less glamorous than it sounds.  The majority of

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Social Media: When In Doubt, Defer

Rachel Strella  -  Feb 15, 2015  -  , , , ,  -  2 Comments
By Lauren Galli, #Strella Creative Director I’ve been managing social media accounts for about two years now, and I’ve seen successes and failures.  As a classic overachiever, I will never give a client less than my best, so failure is difficult for me.  If social media isn’t working to a

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Small Business Advice: How to Price Your Service

Rachel Strella  -  Aug 17, 2014  -  , , , , , ,  -  No Comments
I met a business friend for dinner while he was in town last week. He told me he soon plans to strike it out on his own and he asked for some pointers about starting a service-based business. He was most interested in learning about how to establish pricing his

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