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Looking After Long Term Customers
Looking After Long Term Customers
Today's technology allows everyone with a computer, tablet or phone to have a voice online, they can immediately share their thoughts after a negative or positive experience in customer experiences. Many examples of this have gone viral in the past, remember when a FedEx delivery driver threw a box with a computer over a fence causing it to smash? It now has over 3 million views on YouTube.
In my personal experience I have dealt with businesses one on one, almost always resolving the situation. Very few times have I felt compelled to use social media to vent my frustration, however these instances have given me mixed results. Sometimes I will get a response asking me to email support or I'm just completely ignored.
Customers Take To Social Media
You see when customers take to social media they're no longer keeping the conversation between themselves and the business, they are now telling the world how badly/poorly they have been treated by a company. Obviously businesses want to try and resolve the issue right away but those companies without a social media employee often let these complaints go unnoticed.
Believe it or not some businesses will go the complete opposite and take legal action if they believe a complaint brings defamation to the company, doing the exact opposite of what the customer expects. Of course there is something to be said about someone venting anger and someone completely being disrespectful to a business.
My Personal Experience
Let me tell you about a personal experience of mine, I had ordered a pizza from a popular chain here and when they came they had forgotten my drink, not surprisingly this happens quite often and I normally let it go and don't cause a fuss but the driver had told me I hadn't ordered a drink even though I had and he then confirmed this but looking at the receipt.
He then proceeded to walk to his delivery car to check whether or not he had left it there, after about 4 minutes he then decided to drive off, leaving me stood there on the doorstep. I was quite confused as this hadn't happened before and I wasn't sure if I was dreaming or not. I immediately called the store to see what was going on.
They told me he was a new driver, for some reason this didn't change anything for me... new employee or not surely you would know better than to drive off. Needless to say after back and forth I got the drink 50 minutes later. I had posted a short snippet of my ordeal on Twitter and it received some likes and retweets and sure enough the Pizza chain passed on their support email.
I emailed them and go around 3 responses the next day from 3 different people, eventually one of them called me and told me my messaged had been passed onto the store and land manager. I was quite happy with this as it felt like something would be done about the poor behaviour from the employee and that some light would be shed on the issue.
They called me again mid-week to check if I had been contacted, I told them and they assured me they would reach out again to the store and land manager to get them to contact me. The following Monday, one week after the ordeal I decided to call the customer service line and see what was going on, they told me they would contact them again.
About an hour later the land manager called me and offered his sincerest apologies and thanked me for passing on the feedback, letting me know that this was crucial to improving the standards of the store and that I was doing them a favour. I was quite impressed, he seemed genuinely happy that I had made a complaint and even offered me a few free pizzas.
You see, it could have been quite easy for me not to say anything and just let it go, I realise that. But what kind of example are we setting to those employees who aren't performing as well as they could be if we just allow them to continue making mistakes. I'm very grateful for those in my early work life that guided me in the right direction, I had a few angry customers in my time.
In summary, I think it's important businesses listen to customers on social media and take action when needed, ignoring the situation only makes it worse and you shouldn't feel shy by bringing flaws of a businesses to life, it helps them in the long run and improves the work ethic or the employee(s) in question.