Can You Hear Me Now? – Good and Bad Examples of Facebook Fan Page Listening Skills [Opinion]

In the past here on DBMEI, I have written on the subject of utilizing listening skills via social networks in order to provide real-time solutions to real time problems on the business end of your customer’s service needs. I’ve openly admitted that these days, I often test those skills before making a serious purchase or committing my loyalty to a brand. It only takes one experience, good or bad, to sway me, or any other consumer to an entirely new opinion of your company. It is up to you to provide the right experience for consumers vital to your businesses growth.

Bad Example of Facebook Fan Page Listening Skills

This past week I had two experiences with online businesses who had Facebook fan pages I had previously ‘liked’.

No More Coffee

Although I will not name the business, I will say that my first product related experience this week centered around a coffee company that supplies auto-delivery options to consumers. I have been a member of this coffee club for quite some time. Before the holidays rolled in I went to my account and canceled it so that I wouldn’t have any unexpected financial deductions from my account during tight holiday shopping times. It appears they suddenly charged me and said that my order would soon be shipped. Within a minute of receiving the email notification, I had emailed them back with a request for a refund and the cancellation of my auto-delivery account.

The email I had received in reply to my problem was incredibly cryptic.
Being almost totally lost on what that meant – I can get a refund but only when it ships? I can’t get one already because it already had? What did that disjointed sentence mean? Was it intended to be as vague as it was? Upset with this being the only response I was apparently to get, I went to the company’s Facebook page and posted.

I checked back on the Facebook Fan page about ten minutes later. My post had been removed and there were no inbox messages for me explaining who would be helping me with my customer service issue.

In my opinion, a complete failure in communication. Not only did their removal of my post indicate that they weren’t willing to allow others to view the possibility of their failure, but that they had no intention of addressing the issue immediately. In the day and age of instant assistance, this displays a disgusting lack of brand responsibility as well. Even more curious was that I had recalled seeing several customer service pleas and complaints on their page before, what was different about mine that it should be hidden. Shady practices are never attractive to your current or possible consumers.

Good Example of Facebook Fan Page Listening Skills

I was so pleased when one of my favorite online stores to purchase from restored my faith in good business practices.

Drive-By Beta Testing for Ozbo

Not every business takes the hide-and-hope-you-don’t-find-us perspective on social media customer service as the aforementioned coffee company that shall not be named does. As I was visiting a site I frequent because of their great prices on pet supplies, I decided to venture through a couple of other categories they sell under. I headed to the Health & Beauty tab and eventually found myself facing a curiosity.

Excuse me? While I was giggling I was already opening Facebook and heading to Ozbo’s Fanpage site in my browser. I had seen their interactions with customers and while I almost felt guilty for what I was about to do, I simply could not resist. After all, even though it may be slightly embarrassing, I was still pointing out an issue that needed to be fixed right?

Not only that, but here was the chance to test a company I had so far felt comfortable with and enjoyed spending my money at. I wanted to know if Ozbo’s impressive branding techniques went as far as having a sense of humor about their own mistakes.

They did. Not only did they have the required sense of humor and self-humility, but they finally bit on my hint to give me a discount (even though I’ll fully admit to pressuring them with the beta testing comment!).

I had hinted with Ozbo before for a promo code or two to no avail, but had not totally given up. So not only are they listening, interacting, and being quite effective in building their customer relationship with me via a Facebook Fan page, but their openness and willingness to address such a simple issue as an improper image placement, shows that the 2 dollar discount wasn’t the real reward in this communication.

If You Take One Thing from This Post…

There is an important lesson here for consumers and business owners alike.

Business Owners – Do not be afraid to own up to mistakes, laugh at yourself, and appreciate those who help to beta test your products or services, and alert you when something may be awry from the consumer perspective. When possible, try to reward or accommodate consumers who are checking your listening skills on Facebook or Twitter. Prove to them their loyalty is deserved and you not only have a fan for life, but you have a fan willing to shout to the skies (and their social networks) about how wonderful and innovative your product, services, and customer service skills really are.

Consumers – Found a mistake on a favorite site’s page? Have you been charged improperly? Find a respectful and humorous when possible, manner to address or alert the business via their social media outlets. Don’t be afraid to use the stage given to ask for action or compensation, but never expect a reward or use that social platform to stage a hissy fit when your requests aren’t immediately met causing a situation that could be embarrassing for you and the business and people you are addressing.

 

 

Author:

Joy Lynskey is the owner of JRL Solutions, a copywriting and content management company based in Bedford, Virginia. JRL Solutions hosts a Freelance Writers Education Blog that is managed by direct and guest posting. Joy is the consent manager and editor for Puglisi Consulting Group at Digital Brand Marketing Education. Joy has most recently begun freelance consulting  private clients with their social media campaigns as well as freelance writers and business owners who are seeking personal and business growth through Social Media Marketing.

Sources:

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Comments

  1. Thanks Joy. I enjoyed listening to what you wrote. Thanks for the advice for both business owners and consumers.

  2. Joy, awesome comparisons! I, too, have had really bad experiences with being flat out ignored on Facebook pages. I think it’s really important to show some humility when it comes to replying to comments on FB; whether they be bad or good, it’s important to at least acknowledge them. I tend to keep up both negative and positive comments, because usually they’re really easy to solve and I don’t mind showing the world that the problem was solved effectively. :)

    Listening is SO important. Probably the first lesson anyone should learn about social media. Awesome post!

    • Absolutely! I have too Morgan. Thanks for your comment. I have seen a few companies, Taco Bell is one of them, that has a really great ‘character’ on Twitter, very self-depreciating and always replies to even the ugliest comments with a light-hearted joke about themselves. Great lessons in watching companies who care about their customers perform in the spotlight of social media.

  3. So many businesses are just posting hoping to resonate with people that they are not stopping to listen. You are absolutely correct to say we should stop taking ourselves so seriously. I will be linking to this article from our Facebook page.

    Thanks for reminders!
    Don

    • Thanks for reading and sharing Don! Absolutely, I think it is unrealistic for companies to ‘hide’ issues as if they do not have them. Everyone has experienced a misplaced product photo or number, everyone has muffed up an auto-deliver. Addressing it head on, and with humor seems to have helped many companies make a name for themselves on social networks as trusted sources. It has definitely affected my purchasing decisions in the last couple of years!

  4. Thanks for reading and replying Alison! I enjoy taking notice now of businesses that are pushing their listening skills to the benefit of their consumers!

  5. Loved reading this. I’m a community manager for a few businesses and I consider customer service one of my main goals. I just had an issue with a electronics company over a TV I’ve had for a year and a week. Calling, emailing, Facebook andTwitter got me nowhere for over a week. They were ignoring all of my inquires and those of anyone else who had a problem. I posted a Youtube video and then after a week of hearing nothing posted it on their page and everywhere I thought they might see it asking them if they stood behind their products and pointing out my frustration with being ignored. They called me and are going to fix it. As someone who feels it’s part of my job to be a advocate, not only the business but for the customers, I think this is right on target.

    • Awesome job jewel! I honestly think that some companies, like Ozbo above, have taken the head on approach, while many are still cowering a bit behind the real-time stage of social networking sites. It can be a bit intimidating, but it should not be the issue it is. If a business even has a Twitter or Facebook fanpage, they should be using it to listen and help consumers, otherwise it has very little function or purpose. Glad you got results!

  6. Great article — I was just saying to a potential client today how social media is a great tool to show great customer service. How you can take a complaint and look at it as a blessing in disguise by showing your humanistic side by listening to what your customers / clients have to show. Kudos to you Joy!

  7. This review is a useful form of example. Really enjoyed the article…

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