Today did not start well for me. I woke up late and rushed to get to the Thornhill Park and Ride to the Oxford Tube into London. Exiting the Tube, I whistled happily as I walked towards the Tube station … until I realised that I had just left my brand new copy of the Adobe Creative Suite on the bus. That was almost £1,300.00 of software that I forgot!

Oh, boy was I mad and instantly stressed.

Did I mention that I wasn’t pleased with myself?

Yet, after only a few telephone calls to the Oxford Tube and a cab ride to Victoria Station, where the Oxford Tube turns around before heading back to Oxford, I got my software back. The driver had been alerted to look for my bag and had dutifully recovered it for me.

Perhaps the most reassuring aspect of the whole adventure (aside from not having to spend another £1,300 on software) was that when I gave the driver £20.00 for his effort, he seemed genuinely surprised. He had taken the time to help me out as a service to me – and not because he had expected a reward. That really impressed me.

(Before you say anything, I only had 20 quid on me. I gave all the cash I had.)

On Friday morning, I sent out a tweet announcing my joy at the fact that my new MacBook Pro had been shipped. A few minutes later, I sent another tweet joking that I also had to buy a new copy of Sage, the accounting software. Imagine my surprise when I got a reply tweet from Sage.

Here is the conversation:

Liam: is happy that new MacBook Pro being shipped today; not happy that new Mac is for new employee.

Liam: has to order a new copy of Sage today. Not as exciting as ordering new computer.

Sage: @liamdempsey Eh – what could be more exciting than a new copy of Sage?

Liam: @sageuk Wow! Sage replied to me. Called on the carpet for thinking Sage isn’t all that cool. Ha-ha! I guess Sage might be cool after all.

Sage: @liamdempsey Oh yeah, business software rocks – don’t you forget it ;)

Liam: RT @sageuk: @liamdempsey Oh yeah, business software rocks – don’t you forget it ;) … Sage is rocking!

A few minutes later I got an email that Sage is now following me on Twitter.

Let’s briefly consider Sage’s use of Twitter for marketing:

Sage has clearly put resources into monitoring its brand image and into taking advantage of Web 2.0 functionality. Through its Twitter account (and the savvy person using the account yesterday), Sage converted a single user (me) into thinking that the makers of accounting/book keeping software really are pretty cool. As you can read above, I was impressed enough by Sage to re-tweet some of their messages to my followers. And as I have a number of followers (small when compared to some, but still at least a handful), Sage was able to reach those potential customers as well.

Sage is actively tracking what people (customers and potential customers) say about it (by tracking use of ’sage’ on Twitter), and then engaging with those people in a friendly, joking fashion via a trendy communication tool. Through this technique, Sage managed to persuade a sceptical customer into a loyal one. Job done, Sage Marketing Department!

As I have written about on chickenmonkeydog.com, I travel about London for work, heading to client meetings and the like. Recently, I wanted to check out one of those pubs that now open early to serve coffees and teas, trying to boost profits by expanding their offerings.

Exiting the Green Park Tube station, I climbed into the sunlight on a brisk spring morning a few months back. As I had about three hours before my lunch meeting, I decided to give Henry’s Bar + Café a try. Pushing through the doors to see the Illy coffee sign behind the bar raised my hopes and expectations.

Unlike the Starbucks or Costa Café, Henry’s was pretty empty. Still, the chap behind the bar was friendly and pleasant. I ordered a cappuccino and asked if I could sit anywhere. ‘Yep, please do. I’ll bring your coffee over,‘ was the reply. Hmmm … table service? I hadn’t expected that. I chose a big table (for six), unpacked my computer, plugged in headphones, mouse and dongle and began to work. A few moments later the bartender brought over a lovely, big, hot mug of frothy cappuccino. (Not sure if that’s the right description for the fellow … I was at a pub, after all. Barista maybe?) I worked for two or three hours, enjoying a pint of Coke at some point. Slowly the place filled up, but the staff continued to provide a quality table service. I was really pleased.

As I packed up for my lunch meeting, I asked for the bill. When it arrived, I smiled. £4.50. £4.50!? For a cappuccino and a pint of soda and a big empty table to work at for hours? Try getting that at Starbucks!

Concerned that it might just have been a lucky day for Henry’s, I popped in there again on Thursday of this week. Again, same friendly staff, same top quality coffee and same great work environment. I am sold. Call me a Henry’s regular.