I have experienced many difficulties communicating with businesses. Using social media can sometimes make it easier to get noticed and get the problem solved. It just depends if companies have good social media presence or don't. For example, United Airlines is inconsistent with how they choose to respond. Sometimes they do, sometimes they don't, where other companies will respond every time. Complaining via social media usually means you have to have social media knowledge to begin with to know how to tag your posts correctly so they can become visible to the public with hashtags.
I had a bad experience when Cold Stone Creamery closed early one night as I was walking in and they told me I had to leave because they were closed and their posted hours of operation showed them as still being open. I got mad and wrote the company to complain using Twitter. They responded and a few days after that, I received a letter in the mail offering me a free ice cream of my choice and an apology. That was a positive response that made me feel heard.
If it was my business and I received a bad comment on social media, I might take it down if it wasn't true; but if it was true, I would acknowledge the problem and work on offering to fix it. If it was a good comment, I would be sure and thank the person.
I had a bad experience when Cold Stone Creamery closed early one night as I was walking in and they told me I had to leave because they were closed and their posted hours of operation showed them as still being open. I got mad and wrote the company to complain using Twitter. They responded and a few days after that, I received a letter in the mail offering me a free ice cream of my choice and an apology. That was a positive response that made me feel heard.
If it was my business and I received a bad comment on social media, I might take it down if it wasn't true; but if it was true, I would acknowledge the problem and work on offering to fix it. If it was a good comment, I would be sure and thank the person.
I hate when a business closes early! I like that they tried to redeem themselves!
ReplyDeleteBoth your examples are great! I've never dealt directly with an airline, complaining or praising, but it seems like that would be a huge missed opportunity to ignore customer feedback or be selective about what United Airlines does and doesn't respond to. As for your Cold Stone experience, that's awesome! I'm glad you took it seriously and attempted to make up for the inconvenience!
ReplyDeleteI agree that some businesses have more of a social media presence than others! I've also dealt with difficulties from an airline and the issue wasn't resolved. It seems that the industry doesn't hear out their costumers. I remember the only apology I've seen from an airline occurred when a video went viral of a flight attendant being rude to a passenger. Without the video going viral, I doubt a response would have came from the airline. It's important that businesses hear customers out to ensure a positive experience/ purchase.
ReplyDeleteI like the point you made about if you want to get a response from a company sometimes you have to make sure that you use the best method to get their attention by using the right hashtags. Also great that you took the time to let the company know that their employees had closed Cold Stone early, and that they made an effort to apologize and make it right.
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