I started at Intuit just over a year ago. I came into my new job as the Customer Care manager for PortfolioMinder having been strongly influenced by my experience with blogging at Sun Microsystems. I really believed in the power of blogs and the Internet to break down the walls between big corporations and their customers and to allow a company like Intuit with a new product like PortfolioMinder to build a strong constructive relationship with customers. I love the image of the bazaar where the vendors know their customers and the business relationship is based on trust.
As a result my goal as the customer care manager of PortfolioMinder was to build strong 1 on1 relationships with our customers and to have a productive conversation with them. I strove to get to know our customers and I talked about PortfolioMinder and my role on the team in my blog. Unfortunately there is a down side of personally identifying yourself with your company and building relationships with your customers. Although I always try to speak for Intuit and act as though this was my company and my product it is not my company and I don’t control what happens to PortfolioMinder. PortfolioMinder belongs to Intuit and Intuit’s shareholders. So when a decision is made like was announced today then it hurts that I personally vouched for our commitment to the product. I now understand much better why people hesitate to blog about what they do at work. I understand why support people might choose to remain anonymous. I understand why employees are hesitant to truly engage with a company and care too much.
I have written a lot of blog entries in my head that have helped me deal with my anger and sorrow about the death of PortfolioMinder but I think that as an employee of Intuit I am better off following the principal that if you can’t say anything nice don’t say anything.
On a personal note, I am looking for a job and deciding what I am going to do next. The about link on the right has my resume. If the right opportunity presents itself I will stay with Intuit. If not I am confident that things will work out. I have enormously enjoyed building the PortfolioMinder customer care team. The PortfolioMinder sales and support agents are an amazing group of financial planning professionals with whom it has been an honor to work. Thank you Dave, Don, Faruk, Fred, Gail, Keith, Sandy, Stan and Todd.