There is a Cockroach in my Salad!!!
Posted by Sunshine web in Sunshine Coast Web Marketing, Twitter for Business, tags: Adam Bean, Sunshine Coast Web Design, Twitter for Business
If you are new to my site you will quickly learn from reading my posts, that I am not big on theory and would rather write about what I see that actually happens…
So this is another real life example from facebook. If you are a regular reader on this site then you have probable already read “Where Do You Buy A Fridge @ 9pm On A Saturday Night” which was a real life example of my wife purchasing a fridge online, and spreading the positive news via facebook.
The fridge story showed you the benefits of a customer singing your praises using a social networking site. This is the flip side a customer with a cockroach in his salad, warning his friends not to let it happen to them!!!
Now as you know from reading my blog posts I often call social media sites like Facebook and Twitter, word of mouth advertising on steroids.
Now this hyped up word of mouth advertising can be working for your business or against it!!! This story falls into the against category.
What makes this story even more powerful is that it has these two other factors working with it….
- A visual representation ie; the picture of the cockroach in the salad
- The person who this happened too is very well known, for the purpose of post we will call him Roy.
Now Roy just happens to be a very well known business man who has built an international brand, and has also written a number of books. So you could say he knows a little bit about customer service. In fact poor customer service is one of his pet peeves.
When I was having a problem with my business early last year, I contacted him through facebook and he told me to ring him personally about my problem, which I did and he sorted it for me.
While talking with him he told me something very interesting, that I only just truly recognized the profoundness of today. During our chat he said that things were about to change, the balance of power was shifting back to the consumer. Roy said for too long there have been many poorly run businesses that were treating their customer as idiots, and offering them substandard service.
This is not going to last much longer he said, the consumer is not an idiot, and the worm is about to turn. At the time I didn’t fully grasp what he was talking about, but today it dawned on me. The balance of power is going to swing to the consumer via social media.
Within seconds of receiving poor service these days, like a cockroach in your food you can have spread this message around the globe via site like facebook and twitter. So the days of average businesses providing sub standard service are quickly coming to an end just like Roy said.
Social media is here to stay, embrace it and leveage it so that you don’t end up another…
“There Is A Cockroach In My Salad” Story!!!
Profit and Enjoy.
To find out how your business can leverage online marketing tools, like Twitter and Information Products.
Call Adam Bean on 0414502809
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