Great brands have depth. It’s not just the packaging, it’s the organization and the ethos of its leaders. So it goes with big brand probems, e.g. customer service at Mercy Healthplex that I mentioned in my previous post. Yesterday, I visited the club’s website, so I could send them a courtesy copy of my post. But, I couldn’t find the name or email of a single manager or employee; the site doesn’t have a contact form. The only method of contact appears to be one general phone number. Is it just me, or do they want to avoid hearing from their members?