Greetings, discerning readers. Today, this space contains something a little different, as I chat with one of the newest additions to the MProfs team.
Shelley Ryan joined us just a week or two ago as our Customer Service "Top Dog," as she terms it. Shelley is charged with resolving all the small and large customer service issues that plague the business of Web site publishing—from missing newsletters to subscriber login problems. (BTW, if this describes you, reach her at firstname.lastname@example.org.)
At the very least, she offers you, our loyal subscribers, an ear for complaints and kudos—and (God willing and the creek don't rise) a clear path to resolution.
Ann: You were CEO of BirdNest.com. Aren't you a little overqualified for the Customer Service Minion position?
Shelley: A little overqualified? A lot! I'm here because I'm a fascinated entrepreneur and a longtime fan of MProfs. It's invigorating to participate in a venture destined for Great Things.
Ann: Since you were a fan before you were an employee, what's your favorite MProfs resource?
Shelley: The articles are inspiring, the seminars are rich... but there's undiscovered treasure in the Know-How Exchange (KHE). Every day I'm amazed by the quality of advice offered there! Of course, it all depends on the quality of the question.
Ann: What do you do when you aren't cheerfully assisting MProfs customers?
Shelley: Contemplating my navel. Procrastinating building my "real" resume. Answering questions in the KHE. Writing!
Ann: My ears just perked up. What kind of writing?
Shelley: I'm too far away from Hollywood to do a screenplay. However, a handful of KHE Experts are forming a branding consortium, and we have some articles in the works. Stay tuned!
Ann: Finally, I have to ask... why does anyone want to listen to complaints and problems all day? Wouldn't you make a better living as a therapist?
Shelley: Therapists are overpaid and overrated! (I should know; I'm an experienced customer.) Responding to MarketingProfs members gives me instant gratification, plus it gives me insight into processes I might be able to improve. Call it cheerful meddling.
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See you next week!
Chief Content Officer