Posts Tagged ‘social media’

Does it matter if you #fail at Customer Service?

February 23, 2010

Does it matter if you #fail at Customer Service?

If you have been on Twitter, Facebook or other social media sites you will probably have seen people complaining about poor service often followed by a hashtag and fail. You may have had occasion to tell the people who follow you that you have had some bad service.
Do the people who write #fail messages write them as a sudden blast at a one off event or do they write them because of a series of poor dealings with a company?

As a business owner I do not get up in the morning and think how can I fail my customers. I am sure that I am not alone in this. I also realise that on some days you cannot get everything right first time. I want to know if the service that I am providing is not up to standard. We take steps to check that our clients are happy with the progress of their project. What do you do to see if your customers are not just ‘ok’, but are out there, saying how good you are?

Do you think that it is an appropriate use of your time to keep an eye on social media sites to see if you are getting negative feedback? In the past people would just tell a few people if they received bad service. Now, with the press of an enter key it is possible to tell hundreds.

Do you communicate regularly with your customers? Do you make it easy for them to talk to you?

What would you do if you saw #fail next to your business? Can you afford to ignore a #fail now that Google includes real time searching of Twitter and Facebook in its results?

What do you think?