Motorola: The Reception is Good Both Ways

Much like everyone else between phone contracts, I’m trying to decide the pros and cons of the various options. Is the iPhone 4 the best way to go or can I get by with the 3GS? Does Android have all the tools I’ll need? Are HTCs pretty or is it just me? Phone, operating system, price, blah blah boring blah. It’s not fun so why not go to the relationships I’ve built and ask Twitter what they suggest…

Twitterers responded. And Motorola was listening.

After my query to the Twitterverse, I was emailed by Kerri Birtch from Hill & Knowlton, the PR firm representing Motorola, asking me since I was on the fence on my next phone, if I’d like to try the new Motorola Milestone for two weeks. They would have it delivered to my home or work and, after the time was up, the same company would come by and pick it up. Um…OK.

And that’s pretty much how it went down. The only issues were with the delivery company (the phone had to be sent to my work after missing me at home twice and then I actually had to drop it off at the delivery company because it just “worked better that way”). I didn’t mind the hassle and I can always write another blog on them.

Great customer service outreach from Hill & Knowlten on their new cell phone


H&K’s Kerri was great. She wasn’t aggressive and she had a very professional yet casual tone when addressing me. She offered an opportunity to try something I was obviously interested in with no pressure to buy or to take any other action. She did ask that if I wanted, I could send a quick summary of my thoughts on the device which I didn’t think was unreasonable… especially because I didn’t have to. I also wasn’t bothered during the testing of the phone, just left alone to come to my own conclusions.

It was a great experience.

I don’t know whether I should be giving the kudos to the PR company or to Motorola but since the outreach was done on Motorola’s behalf, I have to give it to them.




spork, utensil, "customer service", langley, b.c.spork, utensil, "customer service", spork, utensil, "customer service",spork, utensil, "customer service",Going steady – This could be the beginning of something major. I was really on the fence on whether to go with any one of a number of choices but through their initiative and “problem solving rather than selling” approach, it looks like I’ll be looking at a Motorola phone the next time I’m in the market.

Service Rating System:

Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.


  • Outstanding stuff, Motorola! While I have been happy with my iPhone (from your favourite Fido location, apparently!), it’s good to see proactive marketing people seizing an opportunity to do something positive.

    Great job!

  • Whilst I really like a physical keyboard, after handling the Samsung Captivate for about quarter-hour, it is onerous to go back. At this time I am debating whether to go to Verizon for the Droid X, go to Dash for the EVO, or stay with AT&T for the Captivate…choices, decisions.

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