In 1999, you could kind of be a jerk on the internet and get away with it. Forget the internet; you could be a jerk in real life and new customers would still show up at your store. (Word of mouth can only spread so fast.)
Today, if people believe your customer service is as bad as the DMV’s, they will speak up. They’ll tell their friends from high school, aunts, coworkers, and even strangers they meet at the airport. Poor customer service gets criticized on Facebook and Twitter thousands of times every hour. However, it doesn’t have to feel like a chore.
Bad Customer Service? Great Social Media Marketing Opportunity!
If you’ve just been called “a jerk” on Facebook, it’s all too easy to prove the offended customer correct. Take the high road instead. For some ideas, have a look at some less-than-savory comments that these businesses turned into stellar social media marketing opportunities:
This is a classic example of an angry, frustrated customer. (And can you blame her?) Instead of ignoring the Tweet, ADT stepped up and asked Linda for her contact information, which she provided. That’s a first step to excellent customer service.
All things considered, 43 minutes is a pretty good response time. It’s nice to see companies like LinkedIn addressing problems directly through Twitter – great form of social media marketing.
The Pottery Barn Facebook page is a steady deluge of negative comments – what major brand doesn’t have them? However, what sets Pottery Barn apart is the quick response and the authentic, concerned tone they use.
Not every customer will complain online. Some customers will take the time to share their thoughts on your great customer service. When this occurs, consider yourself lucky, and make the most of the chance! To see this in action, check out McDonald’s McD Customer Service Twitter account. Here’s one example:
What Social Media Marketing Opportunities Do You Have?
Think about it.
- When was the last time you received a negative comment?
- What did you do with the comment? Delete it? Bury it? Say, “I’m sorry?” Or, did you really take control of the situation, resolve the issue, and better your brand’s reputation?
I’d love to hear your stories of excellent customer service – especially as experienced through social media. Share your best tales in the comments below!
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