A Sliding Door moment for AIB

This week AIB announced 70 of its 170 branches would be turned into cashless outlets. The dogs in the street knew it was going to create havoc and a lot of negative publicity. It did…..

After the announcement, the Central Bank has suggested that AIB reverse their decision, even the Taoiseach on a state visit to Asia has suggested the same, and they have been “invited” to appear in front of the Oireachtas Finance Committee to explain themselves.

Looking at it from a reputation management point of view, AIB – you get 0 out of 10!! Afterwards, a half hearted statement came out from the bank, mentioning their future plans with An Post.

Looking at the AIB Press Office microsite, there is a press release announcing this partnership published Sunday 17th July. Two days before the cashless announcement, coming across as very cynical timing.

And speaking of timing, this morning when it’s wall to wall negative publicity for AIB, Bank of Ireland and Permanent TSB have announced that they will not be passing on the ECB interest rate hike to its variable and fixed rate customers. 10 out of 10 for timing – basically they are saying “when the competition goes low, we go high”.

Note: The state retains ownership of 71% of AIB!

The Sliding Door Moment…
For me as a loyal AIB customer for over 20 years and as a communications specialist, AIB’s decision this week comes across as so cynical and ill thought out, and certainly with zero consideration of their customers in the areas affected.

I wonder how different it would be if they instead worked more on the partnership with An Post, celebrated it, communicated good news stories on the collaboration and built up “a bank” (pardon the pun) of positive stories, before they made this contentious announcement. This would at least nurture some trust and understanding for the decision, as they would bring customers, staff, politicians and even the Central Bank on the journey with them.

Looking from the outside in, with so much negativity, it looks like AIB did none of this.

The lesson – we all have Sliding Door Moments in our business – if decisions you are making could affect the way your team, your customers, media, stakeholders or the general public think of you, please get sound advice on how to communicate these changes.

Backing Brave?

Deirdre

Deirdre Waldron is the founding partner of Fuzion Communications and she heads up Strategic Communications and Crisis Communications at the agency, that operates from offices in Dublin and Cork, Ireland

Stout talk and “target audiences”

I do love my pint of stout and as someone who has worked for Guinness and for a subsidiary of Heineken, who produce both Murphy’s and Beamish in Cork I think I am in a position to chat about it!

During lockdown I think enjoying a creamy point of stout in a pub with friends was quite possibly the thing that I missed most of all and was most grateful when we were able to return to our favourite local.

Where I live in Ballincollig in Cork I am blessed to have the White Horse Bar, Restaurant and Music Venue just down the road from me and a little further away, and on a tricky narrow road we have a wonderful “old man” pub called the Inniscarra Bar.

To stay Covid extra safe Kay, the very lovely proprietor of the Inniscarra Bar tried her very best to keep serving outdoors as long as possible complete with a little canopy and an outside fire, and even outdoors the regulars quickly had their regular seats, just as they would have had inside.

On one particular Thursday night I slipped down there with my fantastic neighbour, Brian for a couple of pints and we sat on a bench outside,

I asked for my pint of choice ‘Murphys’ to be advised against it by Kay who warned that it wasn’t pouring too well and I would be better off with either a Guinness or a Beamish. Two of the regulars overheard our conversation and remarked that the demise of Murphy’s was a sad state of affairs as it was always known as a “Murphy’s House”.

For me, it’s crazy that this could happen in any pub in Cork, but I wasn’t surprised as I hadn’t noticed any activity around this brand in quite a while.

A few days later while doing my grocery shopping in Dunnes Stores I noticed Murphy’s Stout cans on the shelf with new horrible (at least to me) purple and pink branding.

“What in the name of god are they doing with that fantastic brand” I thought to myself and I wondered what the logic was behind this garish change.

That weekend I was chatting with my soon to be son in law, Mark and the conversation turned towards the new Murphy’s can. It turns out it wasn’t just me felt this way and this young man also hated the new branding – the beauty of the old brand is that it carried weight and some class and was confident, self assured and rooted in tradition, but this?!

Our first world problems!

A few days later while in town getting my hair chopped I happened to bump into an old buddy of mine who works for Heineken in Cork. I hadn’t seen him for an age so we had a great chat and before he left I had the opportunity of asking him what the hell was going on with Murphy’s!

I told him about the Inniscarra Bar experience and gave him my feedback about the new branding on the cans and after a while he turned around to me and said..

“Ah….you are not our target audience!“

That put me right in my place and we finished up our conversation and on my way home I reflected on what he had said to me and the sad fact that I was now 56 and thought yes, I was probably no longer the target audience, possibly no one’s target audience!

I thought some more and it started to bother me.

While you might make changes to your brand to appeal to a “new” audience, maybe you should first consider the fools who actually do ask for it and figure out what they like about it, as there might just be some valuable nuggets worth holding onto and the build from these.

Target audience my arse…!

Greg

Greg Canty is a Partner of Fuzion Communications who offer Marketing, PR, Graphic Design Podcast Production and Digital Marketing services from our offices in Dublin and Cork, Ireland

Wine, emails and kind gestures

When the government pulled the plug on our supermarkets in the middle of Covid (if things weren’t miserable enough) from “multi-buy” offers on alcohol and including them in their “loyalty points” or “€10 off 50” deals, it was time to change my drinking habits!

The change of habit wasn’t drinking any less but it was a change as to where I was now going to purchase my wine!!

So instead of typically buying my six bottles as I was doing with my grocery shopping, I had now moved to purchasing a case of 12 from one of the online suppliers!!

The little piece of magic in this whole e-commerce transaction was a timely email (they send them approximately once per fortnight) from the wine supplier with the latest “20% off Italian wine” or “New wines from Portugal” teaser message, which would prompt me to click, click, click, start browsing and then selecting, then to checkout, credit card details please, confirm transaction and presto!

As we have all been working from home getting a case of wine dropped to the front door isn’t an issue as there is always someone here to take it in. Add to that the convenience and the joy of opening a case and seeing what you did actually order.

From the wine suppliers point of view their simple email was a powerful piece of marketing / promotion – their email hits my inbox in the middle of my busy days and it nudges me gently to consider stocking up and despite being really really busy I invariably get diverted for 5 minutes to quickly place the order (in truth it isprobably quicker than browsing the aisles in the wine section of the supermarket and there is extra information about each wine available to me).

Nudge, buy, nudge buy, nudge buy…

This company were emailing me for years BUT it was only when the supermarket scenario changed that they became relevant to me.

The whole process was very effective and efficient and on some days the mixed cases of wine would actually be delivered on the day I placed the order.

I was happily doing this for months and when the 5km restriction lifted I was looking forward to placing an order for some extra special wine as we were about to take a week’s break at beautiful Sheep’s Head in West Cork.

Just to be sure I rang the company the morning before we were due to head off to ask if the delivery would be with us before 2pm the following day – I wanted to be sure we had wine on time and also to be sure it wasn’t sitting outside the front door for a week!

“I’m sorry but we can’t guarantee delivery before 48 hours” I was told by the voice that answered..

“That’s ok, but I know your deliveries are really prompt. I order from you the whole time, can you at least check with someone?”

“Em, no there is nothing I can do, that is our policy” (that response always sets me off…)

“Can you please check at least?” …. “No, sorry, that is our policy“.

I was really disappointed and made a mental note to try to find an alternative supplier when we came back from our week’s holiday.

Despite this decision of mine the compelling, well timed emails kept coming every two weeks and I kept ordering until one day when I was making a brief visit to the office I popped into my favourite wine store in town and was delighted to chat to the friendly staff there and asked them to make a special recommendation for a meal that night.

As they were wrapping my purchases I apologised to them for not being in there for a while and explained that I had been working from home during lockdown and resorted to online ordering.

They politely informed me that they did online deliveries, something I never realised but I was surprised as I was sure that I was on some database of theirs.

I told them about the “trick” about the fortnightly e-newsletter that their competitor was employing to great effect and their response to me blew me away..

“We don’t like to sell or force ourselves on anyone”

“Ah come on guys, are you for real? Have you any idea what you are missing out on. Of course it’s selling, but it is also informing and prompting and all part of their service”

Eventually they considered what I was saying and said they would mention it to the franchise owner.

Because I really like them (and they do have great wines!) the next time I needed a wine top-up I looked for their website and ordered my case from them and not the other crew.

The order was delivered swiftly and the next time I ordered I was pleasantly surprised to see an extra bottle that I hadn’t ordered come with the delivery as a gift with a special note of thanks from the owner for giving them the business.

To wrap up my “wine story” I have continued to order wine from my favourite wine store, they still don’t send out e-newsletters with offers, news or suggestions which I would really appreciate but I am really happy to give them the business because they are nice and they do appreciate the business.

The biggest irony of all is that when the e-newsletter comes in from their competitor I use their well timed email as a prompt to order from them!

As for the competitor, their regular customer has disappeared and they will never know why unless they spot this change of trend and ask the question…

Mrs “sorry there is nothing I can do” sent me and my business on my way.

The e-commerce lessons we learn from this story:

• Get online
• Make sure your customers know about the service
• Get an e-mail database going and use it tactically and frequently
• Make it easy for people to sign up
• Be efficient at processing orders
• Look at patterns of ordering and try to figure out why when it changes
• Build a relationship with the customer just like you do in person
• and remember….there is always something you can do!!

Who is for red?

Greg Canty 

Greg Canty is a Partner of Fuzion Communications who offer Marketing, PR, Graphic Design Podcast Production and Digital Marketing services from our offices in Dublin and Cork, Ireland

Taking away the fear and the power of great communications the KLM way

I just received a very clever piece of personalised email correspondence from the President and CEO of KLM Royal Dutch Airlines, Pieter Elbers, which was designed to reassure anyone contemplating a flight with them that they are to be trusted during these worrying Coronavirus times.

It was really clever for a number of reasons..

It was Personalised

The email used my name…us customers love that!!

Really understanding the Customers Frame of Mind

The email understood my frame of mind perfectly and took me through a thought process step by step addressing my concerns and “What Ifs”.

The story in my head is that getting on a plane in a confined space with other people at the moment is one of very worst possible things that you could do. How can planes be cleaned between flights efficiently, what about all the places that a person will touch on the plane and what about the air circulation?

“As a frequent traveler with KLM, you trust us to not only take you where you need to go, but to do so safely, comfortably and responsibly. Today, as the world comes to terms with an unprecedented health scare in COVID-19 (Corona virus), these values are more important to us than ever”

His email addressed my fear and it reassured me step by step what they are doing at KLM to make sure that it is a safe environment.

He spoke about Safety and Hygiene procedures in very specific detail

• Thorough cleaning and disinfecting before each departure itemising
  • Cleaning of galleys, carpets and toilets
  • Cleaning of tray tables, armrests, headrests and seatbelt buckles
• Continuous cleaning by cabin crew in the air
• Cabin air is continually refreshed with outside air
• Using hospital-grade HEPA filters that are 99.99% effective in preventing airborne bacterial and viral organisms such as COVID-19
• All flights have special Corona-kits and the team are trained in containment measures
• Hygiene extends to catering, ingredients are fresh and locally sourced, strict guidelines to preparation

There was a link in the email to a video, which provided more information about hygiene at the airline.

While I was reading this impressive list of hygiene steps I was thinking of course that KLM would say this because they are protecting their interests and spinning the risks in their favour.

This was addressed:

“I fully understand the hesitation many people feel at the moment when deciding whether to book a flight or not. But you can feel secure in the knowledge that KLM has taken every precaution necessary to protect your health and the health of your loved ones.

In this emotional time, you can be assured that we are guided and consistently act by fact-based, circumstance-driven decision making. On a daily basis, we work closely with the top experts at the World Health Organization and Rijksinstituut voor Volksgezondheid en Milieu (RIVM) in the Netherlands”

Beyond the Airline

And what about the other things that can go wrong about a journey that might have you unable to take the flight?

“I also understand that your concern may not be about your journey with KLM, but about the many unknowns about the situation on the ground at your destination. That’s why you can book your KLM flight with the confidence of being able to change your booking without a change fee”

It’s not exactly a refund but ..

Practical Information

The email provided practical information and demonstrated the professionalism of the airline

“We are in constant touch with all the relevant authorities to adjust our network as required. This means that we can immediately respond when new travel restrictions are announced. For the latest information on flight status, please visit our travel advisory page or use the KLM app and let us keep you posted 24/7 with push messages”

Proud History and Customer Service Ethos

The email went on to highlight the history of the airline, the number of employees and the customer care ethos

“In 100 years of operations, KLM has faced many challenges and always emerged stronger. We were able to do so because we put you, our customer, at the heart of our operation. With that commitment in mind, I am confident that we will overcome this challenging time as well. As you know 33.000 KLM staff will go further to recognize your concerns and take care of you.”

We always preach to our clients that in their communications that they should weave in their ‘Key Messages’ – this was done here in a very clever, natural way.

Trust, Care, History, Customer Focus, Scale …. many boxes ticked!

Tone and Language 

All of the language used was appropriate, non-corporate and very down to earth and the tone was caring and inclusive, which was sealed in the email sign off

“Thank you for choosing KLM, and safe travels”

A Great Excuse to Communicate with Potential Customers!!

The most clever aspect of all with this email correspondence is that the Coronavirus, despite the horrible scenario, gave KLM a reason to reach out to all of their customers and remind them about their brand and prompt them to possibly think about them when booking flights in the future when things are hopefully back to normal.

It was a really long time since I flew KLM (I’m not sure what the GDPR police would be saying about this!!) but they have made me think about them in a really positive light which brings me to my very last point.

This is Positive PR

KLM have taken the opportunity (in awful circumstances) in a really nice, caring and soft way to reach out and tell a lot of people just how great they are!!

I’ve just told you about them..

So, a huge well done to KLM and their team for a really clever and well timed piece of correspondence that reminds us all about the power of great communications!

Can you do something similar with your customers today?

Greg

Greg Canty is a Partner of Fuzion Communications, a full service Marketing, PR, Graphic Design and Digital Marketing agency with offices in Dublin and Cork, Ireland

Show your brands personality just like ASOS did!

Recently, online shopping giant ASOS received a lot of applause for backing one of their customers who had been disrespected online by a stranger.

The lady, who was wearing a dress from ASOS, was told by the male who she was messaging that the dress was awful and that she should shop somewhere decent!!

He then told her to grow up before politely signing off, “Thanks. Hope this helps.”

 

 

Following this unpleasant remark, she decided to upload the conversation along with the picture of her wearing the so called “awful dress” to Twitter.

The Tweet, which has racked up over 100k likes and 9k RT’s, caught the attention of ASOS who decided to do something really great.

ASOS uploaded the photo of the lady wearing their dress to their website and in my opinion, she showcased the dress even better.

ASOS received a great deal of applause for uploading the photo to their website, showing their support for a more than likely loyal customer, who I can only imagine got a great boost from seeing her image featured on their website.

 

 

The situation, which was turned from a negative into a positive by ASOS, is a great example of a brand showcasing their personality and engaging with its customers.

In doing this, ASOS demonstrated their loyalty for their customers, while showing a caring but also fun side to the brand. With online trolling at an all-time high, along with the pressures of looking perfect on social media, ASOS really did a great job with this personal touch.

For all businesses, it’s good to show the personality behind your brand. Whether it’s supporting your customers like ASOS did, or showing the team behind the brand online, you increase trust with your customers leading to much better engagement.

Well done ASOS!

Saidhbh

Saidhbh Sweeney is a PR Account Manager with Fuzion Communications: PR, Marketing and Graphic Design, with offices in Dublin and Cork, Ireland

Is the future of social media to not be on social media?

Is the future of social media to not be on social media? 

That seems to be the viewpoint of Lush UK at the moment.

Out of nowhere, they announced recently that they would be shutting down their social media platforms and communicating with their customers through live chat on their website, email and over the phone.

Their reasoning behind it is due to all the algorithm changes from the various social media platforms making it harder for their content to be viewed by their audience.

As we all know, Facebook wants your advertising money and due to this organic posts (those with no advertising budget) don’t reach as many people as they would have previously by a huge margin.

So clearly Lush just reached the end of their digital marketing tether and gave up…. Or did they?

Lush UK may be closing down their social media operations but the main Lush accounts are not.

The @LushCosmetics Instagram account has 4.4 million followers, a huge difference from the now-defunct @Lush account with only 571 thousand followers.

Basically this is an experiment whereby they’re not risking losing their core audience but want to see if their direct communications with customers will benefit them in the long run.

We all know that the end goal of all communications is reaching your audience and achieving ‘that’ objective, which in their case is sales, and if the only way people can contact them is via their website, they’re already close to the bottom of the funnel and that bit closer to making a purchase.

By Lush encouraging their followers to communicate with them via their website, they’re effectively cutting out the middle-man.

One of the main reasons we encourage our clients to use social media is so that they can much better control their messaging and it also gives them a unique opportunity to demonstrate the personality of the brand or organisation and tell their story in a unique, authentic voice.

This is not just interacting with customers, but also “listening” to what they’re saying.

Jeff Bezos, CEO of Amazon is quoted as saying, “Your brand is what other people say about you when you’re not in the room”, and this is always something I will refer back to with clients.

Telling your story online, being able to converse “socially” and being able to respond to negative or positive comments will help to build the brand and hopefully build trust and a much better connection with your customers (as long as you get it right, of course!).

Social media is one of the many powerful communication tools offering you a special way of telling your story and by removing yourself from these platforms, will you hurt your brand in the long run?

Let’s see how is plays out for Lush?

Alma

Alma Brosnan is part of the Social Media Consultancy and Training team at Fuzion Communications who provide our services from offices in Dublin and Cork, Ireland

 

 

Ryanair – Is the biggest crisis the attitude?

Early last week we were asked to comment by the publication Fora.ie about the whole Ryanair fiasco and what we thought of how they handled their crisis.

In a crisis situation we always advise –

• Don’t hide
• Quickly establish the facts
• Be 100% truthful
• Always provide a solution (or a least be honest about working hard to find one)
• Don’t be afraid to say sorry (as long as you mean it)
• Don’t be shy about telling people the good things you are doing

This can be achieved with a combination of holding statements, follow up statements, interviews and implementing any necessary changes.

In the case of Ryanair there wasn’t really a formal apology but Michael O’Leary was door stopped by reporters and did say it was “clearly a mess” but he went on to point out that it was just 2% of their passengers that had been affected. I think Michael is missing the point here about focussing on the good things!

On their website where they have a page dedicated to the cancelled flights they also remind people of this “2%” as well as listing the flights that have been cancelled. They also provide a ‘link’ to a page that directs people to an EU legislation document about entitlements to refunds and compensation.

The words “sorry” or “apologise” don’t appear anywhere!

Understandably customers are irate – Ryanair are not helping the situation by drip feeding news about cancelled flights, their customer contact lines not being managed efficiently and are still overheating their situation by promoting flights at “€19.99”.

Furthermore, they have been denying that part of the problem is pilots leaving to take jobs in other airlines.

This scenario has got even worse with pilots going public with their gripes and painting a pretty awful picture about what life is like working for the ‘low care’ airline.

All of this comes at a time when the airline has been trying to refocus it’s brand with their “Always Getting Better” campaign.

A different scenario? 

So – would it have made a difference if Ryanair were upfront, issued a formal apology and showed genuine empathy with inconvenienced customers and were honest about solutions and assurances going forward?

The answer would be a big “Yes” but there is also a big “But” to contend with.

The effectiveness of this approach will depend on what people feel about the company when embarks on such a course –

• Do people feel warmly towards the airline?
• Do they believe that there is a genuine concern for customers?
• Do they believe that staff at the airline are treated well?
• Do they believe that this company does charitable work?
• Do they believe there is a strong moral compass at the airline?
• Have they communicated the great things (if such things exist) they have been doing to the general public and stakeholders?

Maybe realising this Michael felt there was no point pretending to care?

In a crisis a robust process will definitely help but the best preparation for a crisis is to be good and do good things and communicate this effectively – it is only then that people will be willing to listen to your apology and accept it.

Leopards don’t change their spots and not caring will bite you in the butt eventually.

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Crisis Consultancy Services from our offices in Dublin and Cork, Ireland

So you can teach an old dog new tricks after all!

I’m still reeling from the shock of the great customer service I just experienced from Ryanair!

I found that there was a simple error on my flight booking for our summer holidays. Without much hope, I got onto the Ryanair “live chat” and after a relatively short wait, someone came on and solved my problem without an issue and – wait for it – are you sitting down? – without any additional charge – even though I had my credit card in my hand!

The Ryanair experience has improved so much that even Greg, my other half, isn’t complaining (well, not as much as usual) that we are using the airline to get us to Italy this year – in previous years he prefered to take an Aer Lingus flight to Paris and then take the train to Milan (beautiful journey by the way!).

So Michael, I applaud you, you turned the big ship (or plane) and set Ryanair on a new course towards good service, putting the customer first and you gotta be reaping the rewards…..

I think this is a big lesson for all of us.

Just because we do something one way, a way that might have built the success of the company, it doesn’t mean we have to stay doing the same thing, just because it’s the way we always did it.

It’s refreshing for everyone to change things up, it’s good to really listen to your customers and even more important, your potential customers and even if it goes against your original core values (or some might argue, lack of them in Ryanair’s case), consider adapting to suit your market in this very changing world.

When you are ready to make that change – the Fuzion team can be there with you every step of the way to help you 😉

Deirdre 

Deirdre Waldron is the founding partner of Fuzion

Fuzion Communications is a Marketing, PR and Graphic Design firm with offices in Dublin and Cork, Ireland

 

The Importance of Caring

Today has been one of those days that sums up our work as a team and with our clients. It epitomises our job and the value and importance of relationships.

A beautifully parceled box of sweets and reindeer biscuits welcomed us all when we got to the office this morning. The sweets were made with such craft, care and attention by our very talented, and until-now closet baker, Alma Brosnan who joined us earlier this year as a social media intern. They were delicious and really such a lovely Christmas gift that again proved what a lovely bunch of people I’m grateful to call not only colleagues but friends.

This week, we’ve been working with a client to help them manage a very difficult and stressful situation. We’ve listened with empathy while providing decisive advice and efficient actions to help them navigate the stormy seas they find themselves currently in. We’ve been at the other end of the phone at dawn and during the night listening to their updates, fears and concerns, providing assurance and our professional support.

Today brought somewhat of a calm and a lovely phone call from the client to say “thank you” for being there for them. It wasn’t expected or necessary but the sentiment and thought was truly touching especially given how busy and exhausted emotionally and I’m sure physically they are.

A “thank you” costs nothing but it can mean a great deal, which is why we’ve tried to meet as many clients and journalists as we could over the last few weeks to thank them for their support.

Just meeting for lunch or calling them up to wish them a Happy Christmas and to chat about their plans for Christmas with their families is a little way to build and maintain relationships.

The value of connecting with people and caring about them on a personal level can never be underestimated. I believe it makes us better people and helps us to grow personally and professionally.

“If you find it in your heart to care for somebody else, you will have succeeded.” – Maya Angelou

Happy Christmas!

(Beautiful artwork by Genesis)

Aoibhinn

Aoibhinn Twomey is a Senior Account Director with Fuzion PR, Marketing and Graphic Design  who have offices in Dublin and Cork, Ireland

What we do when no one is looking…

Rob runs Café Velo, one of the loveliest breakfast and lunch cafes here in Cork, Ireland. When I’m there, it’s as if I’ve walked back in time to when I lived in the 15th arrondissement in Paris.

Pastries are arranged behind the counter glass with artistic flair. The servers are just the right blend of warmth and chatty and the tea is served in delicate china.

I ran into Rob unexpectedly this week downtown – in a rare moment when he was not in his cafe. We stopped and chatted a bit and I casually asked about the single large book I glimpsed in the white shopping bag he was holding. Rob smiled and told me the book was for an elderly customer.

The man, in his eighties, reported in to Velo every morning for his daily scone. Except for this week when he suddenly did not appear. Rob inquired and learned the customer had had a stroke. And was in the hospital.

The man has no family to speak of. So Rob went out of his way on his own time to buy a book he thought the man would enjoy during his recovery. Now Rob was off to the hospital to pay the man a visit.

I was touched by the story and asked if I could write about it. Rob looked at me a bit embarrassed, but said, “Sure, go for it.”

So here it is!

I want to contrast a man like Rob with another man.

Rob was simply doing a kind thing. Without, in our day of Social Media marketing, even posting about it. Doing a kind thing when no one, he thought, was looking.

Compare that with that now notorious video, of a certain person running for US president objectifying women when the women weren’t present. Then he steps out of the van and “politely greets” one of the same women he had just talked so horribly about.

What we do when we think no one is looking says a lot about our true character, doesn’t it?

Not all men are the same. Rob’s act when he thought no one was looking was kind. And it was more than caring for a regular paying customer, it was caring of a fellow human being on this planet.

The more we can strive to get past race, religion and gender, and consider that we’re all just people together on this planet, perhaps we can all be a little kinder too.

Thank you, Rob, for a lesson all of us can learn from.

Gina London

Gina London, a former Emmy award winning CNN anchor is a Strategic Communications specialist with Fuzion