I am trying to get my clients to understand that people want to know the people behind the brand. Your logo can be amazing, but if I have a picture in my mind of someone when I call to complain I am probably going to be nicer since we have established a relationship.

We don’t need to be drinking buddies, but we should be familiar.

I spend money with who I like or who I have no other choice. Don’t be so professional that you lose touch.