Capital Advisory Group February 2018

We’re lucky to have a strong team here at Capital Advisory Group, and each of us plays an essential role. One of our MVPs is Laurie, our operations manager and behind-the-scenes pro. As the operations manager for Capital Advisory Group, I’m responsible for providing support to our team and streamlining processes. Since joining the team in 2005, I’ve watched us grow and adapt with the times. I’ve been interested in finance since I was in college, and I’ve been a numbers person for much longer. When I was a kid, I’d watch my dad calculate his records, and it helped me understand the important role numbers play in every aspect of life. After graduating from college with a finance degree, I began working in the financial sector. When I found Capital Advisory Group, it immediately felt like a good fit, and it’s turned out to be the place for me. I was born and raised here in St. Louis and appreciate having my family close by — and now my husband’s family, too. For Christmas, we “house-hopped” so that we could spend time with everyone. I have little kids, so outside of work, most of my time is spent with them, going from one activity to the next. My son, Colin, loves anything to do with sports. Baseball is his current favorite; he’s usually running from base to base outside or tossing a ball. My daughter, Kasey, is 3, so she’s still a bit young for sports, but I’m sure she’ll find her own favorites soon. As a family, we like to go boating, so if it’s summer, you’ll probably find us at the lake. We love the outdoors and all that St. Louis has to offer. I look forward to seeing you at Capital Advisory Group. If you have any questions, don’t hesitate to reach out! OUR BEHIND- THE-SCENES SUPPORT

What happens when an internet personality complains about your company? If you’re Amazon, you make sure the next time they talk about you, they’re singing your praises. ScreenJunkies News is a popular YouTube channel dedicated to media and pop culture. In early November of 2017, the channel streamed a panel discussion that focused on comments from Amazon’s CEO, Jeff Bezos, who said he wanted to pursue video content that would appeal to a broader audience. One of the panelists, Dan Murrell, quipped that he’d rather Bezos make sure the DVD racks he ordered from Amazon arrived on time. This off-the-cuff complaint garnered laughter from the other panelists.They chimed in with their own comments on Amazon’s delivery practices, and one panelist brought up third-party couriers’ inability to find Murrell’s leasing office. When the panel moved on to other topics, Murrell’s Amazon comments were seemingly forgotten — that is, until two days later when ScreenJunkies News streamed another video, during which Murrell shared his experience with a customer service representative who reached out to him. After seeing the first video, the representative said they wanted to rectify the situation.They personally checked that Murrell’s most recent order, a bookshelf, was scheduled to be delivered on time, and they gave Murrell the opportunity to air his grievances about third-party couriers. During the panel discussion, Murrell mentioned that he’d never seen the movie “Lawrence of Arabia,” and the representative told him that Amazon had sent him a Blu-ray copy of the film, free of change. Also, $100 was added to Murrell’s Amazon account. This response may seem over the top for a YouTube joke, but Amazon’s model works. Last year, Jeff Bezos became the richest person in the world, surpassing Bill Gates.The key to Amazon’s success? Don’t wait for complaints. If a package is late, Amazon sends the client a new delivery date. Amazon’s Kindle Fire tablet includes a Mayday Button, which encourages customers to contact around-the-clock support the moment they feel frustrated. And, by reaching out after seeing Murrell’s complaints, Amazon is no longer the company that can’t deliver a DVD rack on time. Now, to Murrell, the other panelists, and the channel’s 1.5 million subscribers, Amazon is the company that makes things right. Who wouldn’t want to do business with a company that takes care of them? WHAT YOU CAN LEARN FROM THE KING OF CUSTOMER SERVICE

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