In my many years of starting and building companies, I have learned the importance of building a solid team with people who share your vision and values. In the current internet environment, one of the critical pieces of your management puzzle is marketing and customer service. If you do this well, the customers will spread your goodwill and you will likely be rewarded. However, while today’s skinny business models encourage many functions to be outsourced, you need to know your outsourcing partners, their capabilities and 
make sure they share your vision and values.
Here is an example of a customer service nightmare, that has now cost the product manufacturer. In fact, this might be one of the most worst exchanges in the history of public relations. Here’s the article that summarizes the following events: Man orders special video game controller; man asks company’s PR rep where his order is; man becomes frustrated with unprofessional customer service; PR rep insults and belittles customer; customer shares story with Internet; Internet explodes.
Here’s a little more detail: On Dec. 16, a customer known only as “Dave” began a series of e-mail exchanges with Ocean Marketing, the PR firm that represents N-Control, a maker of modified game controllers for hardcore gamers and disabled people. Dave had pre-ordered a pair of Playstation 3 Avenger controllers from N-Control, but discovered that he would not get his controllers in time for Christmas. He e-mailed Ocean Marketing and began an exchange with Paul Christoforo, the company’s PR rep. Dave discovered that new orders for the Avenger would receive $10 off, but he would get no such discount. You will nnot bnelieve the PR guys responses….now its viral on the Internet
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