Take care in speaking and writing your customer’s name


No matter how many times it happens, I still feel somewhat surprised that companies still don’t know how to gather form data, move it through their database and use it without destroying something as simple as a name. My most recent surprise came just today, this time from Ford Motor Company.

Apparently I had filled out an online form and included my name. Unfortunately, Ford didn’t quite know what to do with the apostrophe in my family name. They turned it into a form similar to an html character entity reference but they seem to have scrubbed out the semi-colon from the “'” reference. Here’s the US postal address they used to reach me recently.


Aah, when will they learn?



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