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December 14, 2009

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Rick, I can guess what Trademarkia's offices look like based on the way they responded to you. First, they're probably all in the same room. They do most of their communications via IM. When a problem comes up they are discussing it in real time. When a customer suggests a change that makes sense they just do it rather than put it into a BRD (business requirements document) or future roadmap.
If I'm right, it's because that the way it worked at the last start-up I was in (Techrigy, now part of Alterian). That's a big difference from the way 'traditional' VC-funded start-ups worked even a few years ago. There is so much transparency out there because of social media that companies have to operate that way.

Thanks for the info on Trademarkia's service. As a startup I have been holding off on a couple of trademarks since my attorney was going to be expensive. Just submitted one of the TMs on Trademarkia.

Implied in what you wrote, Rick, was one of the most overlooked but important tips for a customer service rep (or for anybody acting as one, as everyone at Trademarkia was doing during your exchange):

READ the damn e-mail from the customer, even if your eyes hurt!

Even the best CSRs get so jaded by the volume they have to process that they scan instead of reading. It sounds as if you had the pleasant experience of dealing with people who thought over and re-read what you were sending. That is very rare indeed.

I find this bizarre, why would you give a middleman $159 when you can file US and Canadian trademarks online directly?

Before any more fools give away money for no apparent reason you might want to visit uspto.gov where you can file directly and save yourself $159.

Thanks for the post Rich. We enjoy your blog and thank you for your article about our site.

Kind regards,

Raj Abhyanker
CEO of Trademarkia & IP Attorney

Thanks for the post Rick. We enjoy your blog and thank you for your article about our site.

Kind regards,

Raj Abhyanker
CEO of Trademarkia & IP Attorney

Read more: http://ricksegal.typepad.com/pmv/2009/12/eyodf-part-11---controlling-costs-with-increased-services.html#ixzz0ZpAmExOB

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