I wish they had said something nice

Posted on | August 12, 2010 | 3 Comments

I happened on a tweet in my stream the other day. It lambasted a local baked goods company for their now miniscule portions of a filling in one of its baked products. The unhappy customer took a photo and shared it with their 1000 followers. I saw it, emailed it to the local baked goods company. Days later, I saw the marketing person in charge out somewhere…I asked if they received my email, the answer was yes…and then came…”oh well, I wish they had said something nice instead.”

I smiled, then in my head then said, ugh, prediction…. company dead in 3 years max.

Nope, it’s wasn’t bad mind and hell no, I was certainly not seeking the social media consulting business. I was just trying to show how easy it is for any company, to speak directly to a consumer, make things right and completely turn around a situation. The majority of Jamaican companies are notoriously BAD at customer service, so unless they have an epiphany real soon, we’re gonna witness a drop-like-flyfest in this place. In fact it has already begun.

In my mind the solution would have been to acknowledge it, apologise and send the unhappy customer a dozen or two of an assortment of the goods- the stuff they tweeted about and stuff that he may have liked, a great chance to introduce him to some of your other products.

I bet that unhappy customer would have been happy, then photographed, tweeted and shared with their peeps all of that too. A win/win for the customer and the brand. Exposure in a new forum and being perceived as a company that gives a shit about their customers.

Oh well, that’s for another company to do eh?.

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