Social media works for comsumers! I know, from a recent experience.
This past winter, a window shattered in my house - in the middle of the night - for no apparent reason. The house is only four years old, so I thought such an issue would be easily taken care of through warranties, etc.
After making some calls, I learned a local retailer, Omni Glass, would be able to service my issues. Upon calls and a couple visits, I was told I would have to pay for the service. I found this to be strange given this was not of my doing.
I tried to raeson with Omni Glass and got nowhere. So I went to the manufacturer, Kolbe Windows in Wausau. They were unresponsive and not very much help initially. So, I hit the social media "airwaves", explaining my displeasure with Omni and Kolbe.
A few days after my posts, Kolbe contacted me and wanted to discuss the matter again. While it took them a while to respond, eventually they DID resolve the matter, actually giving me a brand new sash for my window at no charge.
Omni, meanwhile, is still yet to be heard from.
There's a lesson here...consumers have the power to immediately communicate good or bad experiences to hundreds if not thousands of people. It's up to your company to decide how you are going to handle the situation. Companies like Kolbe Windows, while in business for a very long time, understands the need to be "out there" monitoring what customers are saying.
How is your company monitoring and responding to customers on siocial media? If your answer is that you are not monitoring, you may want to immediately address that communication gap.
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