Service Star: Scott Westerman, Comcast
If you’re a regular reader, you know Comcast is - ahem - not exactly my favorite company. I’ve ranted written about this BCC (Big Clueless Company) several times, even going so far as to predict their demise. But, hold on - wait a minute. A few weeks ago, I got an email from Scott Westerman. Turns out he’s the new regional VP of Comcast, based in Albuquerque and a blogger. He had found me through googling on Comcast.
Long story short - we met, we talked, and we’ve had lunch twice now - are in arm-waving, enthusiastic agreement about customer service, business, New Mexico and “do gooding.” Scott really seems to be walking his talk and is making big moves (in some cases, literally - yesterday when I saw him, he was moving from his upstairs poobah corner office down to sit among the troops.) So, Comcast, the corporate entity, may still be clueless and souless, but the people certainly aren’t. If the company has a few more Scotts out there, great things could start to happen - for the company, the employees, and the customers.
(Now, again, explain to me why companies shouldn’t bother with bloggers and blogging? Hmmmm….)
Read More: All my Service Stars & Snafus posts
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(Above image is from Scott’s blog photo gallery - where he also posts a lot of other “real people” photos.)
P.S. Scott also groks Twitter and has convinced me to take another look at it. (Thought you’d like to know, Susan!)
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July 19th, 2007 at 8:20 am
[…] P.S. I’m planning on moving back to Comcast one of these days soon, which is amazing considering how I felt about the company. All thanks to Scott’s personal attention to the “little” customers like me. […]
December 15th, 2007 at 9:44 pm
Headline: Big Clueless Company hires clone from other Cable Company to run operations in Southwest.
This guy really has NO CLUE!
December 16th, 2007 at 10:05 am
Mr. “Locus”
I’m going to allow this comment - however, I’m also noting two things:
1. Your IP Address is Cox Communications (hmmmm….)
2. Do you know Scott personally? I do - and have found him to be a man of integrity and honesty. The very fact that he emailed me in response to my rants about Comcast shows he’s not your typical corporate BCC executive. He is about as far from a “clone” as you can find. If Comcast had more people like him - they’d have far less problems and far more loyal customers.
December 16th, 2007 at 2:52 pm
“1. Your IP Address is Cox Communications (hmmmm….)”
Ha!
Mary, I must email you privately and give you a brief heads up on how one can go beyond the simple analysis of the type you reference; and demonstrate just how revealing an IP Address can be.
And if you *really* want to stir the pot, and determine that said IP Address originates from their corporate gateway; then you can always ever so nicely ask their internal IT abuse/security team to deal with appropriately.
I’ve had to assist/run/ask_for similar investigations in the past. The vast majority of teams/companies take that sort of misuse *extremely* seriously.
FWIW to explain my credentials to this topic? Drop the “name@” from my email which you have, replace with “www.” and read the about page. You may even find the informal motto/slogan I reference most entertaining.
Feel free to post/not this comment, as appropriate. It’s more for your benefit than others.
Cheers!
- Steve
PS “Comment Feeds” are so useful!
December 17th, 2007 at 8:13 am
Thanks, Steve!
And, good info for all of us.
What’s really funny is when I get emails from myself…or emails from Bank of America warning me of abuse…when I don’t have a BofA account, and the actual email is something like Eob12@hotmail.com.
…(and I could use a little help with the garden landscaping!)
Feel free to email me anytime.