Just thought this little episode was worth sharing. It is not unique, it is not a big deal but it is illustrative of the attitude that many personnel at newspaper/magazine companies often demonstrate. I share this because I believe that customer service is a big reason why so many publications are suffering. 

Three weeks ago an advertiser bought two quarter pages using Mediabids in a metro daily to advertise a clinic for parenting which was happening a few weeks later. The specific dates are not that important but the advertiser was nervous that the ads appear at the right time in the right section.

Insertion orders were filled out. Payment was made. Creative was delivered to the specs required by the publication. The advertiser even received email confirmation that the planned Thursday and then Sunday insertions were locked in and ready to go.

The Thursday ad appeared without incident. The Sunday ad did not appear. No one at the publication can figure out why. The advertiser asks for her money back for the Sunday ad that did not run. The paper refuses - it is not their policy to give refunds. Instead they want the money to go towards an ad in the future.They are not sorry the ad didn't run. They don't offer a make-good package, instead they treat her as a nuisance. 

The advertiser called Mediabids. Luckily she had bought the ad through us and we were able to strongly suggest to the publication that her money be returned and it was a day later. 

Can you think of another industry that treats its customers with such disdain? At Mediabids, we love print publications but if they hope to survive they are going to need to start taking customer service seriously and stop having the attitude that they are doing advertisers a favor just by being there.