Tag Archives: Customer service


Jul 11, 2012

Did Miracle Whip Respond Appropriately?

Miracle Whip tweet

For a brand like Miracle Whip, and a company like Kraft Foods, just what IS the proper response to such foul, hateful tweets?

A.) Say nothing at all. This seems to be the choice most corporations would make in this case. Very few people saw the guy’s tweet. There is no point in responding.
B.) Invite the hater to contact a toll-free number to resolve the problem. Funny, I see companies doing that too, and in this case that would be a completely wasted, out-of-touch tweet. This tweeter does not have a solvable problem with Miracle Whip or Kraft.
C.) Say something back that’s sort of snarky, which in this case is what Miracle Whip or the agency tweeting for them did.

I’m kind of liking “C” here. I have no problem with their response, and actually think it positively inures to their brand’s bottom line. What do you guys think? Let me know in the comments below.

Link to the original tweet here





Feb 8, 2012

Spreecast Provides Great Customer Service

Garyvee on Spreecast

Gary Vaynerchuk tweeted and Facebooked about his first live appearance on Spreecast, a social video platform similar to Ustream. He used to hold Ustream chats and was excited to reconnect with fans. During the live Spreecast, he said that he’s been advising the firm, and this became obvious as he struggled to get the service to work. Spreecast hustled.

When I first jumped on, I couldn’t log in, couldn’t hear Gary, and couldn’t type anything in the chat window. Apparently no one had sound. At 7pm EST, Spreecast called Gary’s mobile to help him work out the problem. With their help, he got it working and almost 200 people joined the get-together.

Gary then brought me on to chat, and we were experiencing echoes. We weren’t sure how to fix it, and Spreecast again called (pic below). After they told him that I needed headphones to make the audio work, he gave me the royal boot. I made a sad face.

Gary Vaynerchuk on Spreecast

Once the technology was worked out, it was a pretty cool platform. It is possible that they would not (be able to) provide the same personal customer service to lesser-known users, but I was nonetheless impressed. Not long after the Spreecast ended, I received an email that said “This Spreecast has been archived and is ready for viewing.” I was then able to not only embed it below, but grab the screenshots you see above (I wasn’t fast enough when we were on live.)

I look forward to holding my own Spreecast sometime soon.

 





Dec 27, 2011

Never Treat Your Customers Like This

Some people never cease to amaze.

Just read:

http://penny-arcade.com/2011/12/26/just-wow1

and http://www.geekosystem.com/avenger-controller-pr-berates-penny-arcade/

I learned of this situation via @reverendfitty and this tweet.

Takeaways:

1. I think there is a misperception amongst some people (knuckleheads, we’ll call them) that any publicity is good publicity. No, bad PR is bad. A local restaurant made similar mistakes, saying whatever they wanted and then thinking that deleting the offending comments made it all better (that restaurant is now closed). Yes, you can say whatever you want anytime you want; it’s a free country. However, know that you’re going to get some blowback shrapnel coming your way. If receiving such negative publicity is part of your business plan, then have at it. Otherwise, you’re probably sullying your brand.

2. Also, I don’t think these same knuckleheads understand the multiplicative power of social media. You simply cannot treat people like crap, because it’s so damned easy to out such behavior. Why would you ever say things like this to people, either online or off? Slightly offtopic: I’ve always wondered about the legality of posting such emails. Do you need permission? And does that depend on what state you’re in? I’ll have to ask my friends @CraigGMoore and @JeffSchultzEsq about this.

3. Finally, this is not a social media problem. This is just a human relations problem. This is one person or set of people treating another human being like shit. Social media takes the shitty treatment and airs it out for all to see. I’d like to think we’d see less (or none) of this as time goes by and more such examples are made public. But we should be clear that this is not a social media issue. It’s just a company treating its customers poorly.

REALLY AWESOME POSTSCRIPT: Out of business?

REALLY AWESOME POSTSCRIPT 2 – Here’s a 2012 business goal for you: make sure people DON’T make movies like this about your business! (WARNING: this video is rated R – it contains foul language. Do not watch it if you don’t want to hear such words)





Nov 16, 2010

Business Tip – Get People To Write Stuff Like This About You

My number 1 business tip to aspiring entrepreneurs: get people to say things like this about you.

“I really think Rizzo Tees is an example of a company who has it right – leverage social media, provide a simple online storefront with great products, and provide stellar customer service. When you combine those three things, you truly have something special.”

This means:

1. Be nice. Nice to everyone! Be nice to your customers. Be nice to your service providers. Be nice to the IRS when they audit you. Be nice!

2. Ship your product as fast as you’d like to receive something as a buyer.

3. Be hyper-attentive to mistakes you’ve made. Don’t be all paranoid. If a customer says “I never received my product,” don’t say to yourself “Man, I really think they received the product I shipped them. I have a delivery confirmation. I think they’re just trying to get another one for free.” No they’re not. And if they are, that’s no more than 1% of your customers. If your glass is half empty, go back to being an employee somewhere – just quit business altogether!

4. Finally, when someone does praise you like this, freak out a little bit! It’s extremely exciting when someone takes time out of their day to write a blog post about you. Praise them back, comment on their blog, and appear to be as thankful as you probably are. If you’re not touched by such positive comments, you may not have what it takes to conduct business in this new socially connected economy.

If my blog had been up and running in October 2009, I would have written this post back then! Thanks you Trey Connell for your continuing support of Rizzo Tees.





Jun 15, 2010

New Post On Scorch Agency Blog – Twitter And Customer Service

Over on Scorch Agency’s blog, I wrote about the high level of customer service that many companies are providing using Twitter.  The real question is… why can’t companies provide this level of customer service across all platforms? Why are the people on the phones not taking care of problems in the same manner?  Read the post and you’ll see what I mean – after contacting Adobe via Twitter, they fixed the problem in two hours.  I wish our three previous phone calls would have done the trick.  Nevertheless, kudos to Adobe for helping us out.