In the world of home improvements, there are not many brands more recognizable than the guru himself – Mike Holmes.
With his well known “make it right” slogan, he is the poster boy for quality. But what happens when one of Mr. Holmes own companies fails to ‘make things right?’ It turns out that his own publication, Holmes: The Magazine to Make It Right, is stonewalling customers who want a refund for their prepaid subscriptions. The magazine has stopped being published.
According to Ellen Roseman’s article in today’s Toronto Star, neither Mr. Holmes or the magazine appear interested in answering emails or phone calls. Making things right is what customer service is all about. Mr. Holmes will have to step up and walk the talk if he wants to protect the integrity of his brand.