Social Media : Best Practice ( Part1 )
There are certain best practices we follow in our personal and professional lives in relation to the communication medium which we use.For example :
- You receive a call , but you are not able to take it.You give a call back to that person later when you are free
-You receive an email and if the sender has clearly mentioned that he needs certain answers from you , you reply back
- You receive a text message and depending on the nature of the message , you reply or do not reply
Social Media is no different in this regard.If a user didn't receive the kind of service / response which he was expecting from you and posts message on Social Media , a RESPONSE is REQUIRED.
Here I am referring to genuine displeasure and where a consumer is in his limits to post his unhappiness ( of course no bad words.I am a strong believer that no swear words should be used while posting your comments )
I was a regular visitor at Cafe Coffee Day & TJs and liked the way The Westin was promoting itself via Social Media. However off late , I and my friends did not receive a good acceptable service for which these brands are known for.Seeing their active presence online and as I am a strong believer of digital medium , i expressed my concerns and hoped that I will receive a decent response from them.But to my surprise , the posts went unnoticed.A quick snapshot below :
as you can see no response was received from CCD after Jan 15
I went to TJ's on Feb14 for dinner.I posted the review on zomato : http://bit.ly/Zf34u5
and tweets were marked to TJ's but no single response
Recently, we went to Kue Bar ( sorry we wanted to go for clubbing to Kue Bar ).The person on the phone provided us with the wrong information and we tried telling this to the ground staff but they were rude and very uncooperative.
I have also posted the concern on Facebook quoting Westin's page which has received no response either
The point is :
- Brands should have the ability to distinguish between a genuine displeasure and unnecessary rants from some users
-There should be a timely response
-If the person handling your social media account doesnt know how to react / reply to concerns , please train them
-And ultimately , if brands think that social media is all goody-goody where they can go blah-blah about their promotions , offers etc , then sorry they are disappointed
-Every medium has their own set of best practices , please follow
And last but not the least , if you do not know how to be on Social Media , please do not be.
CCD , TJs and The Westin - You have lost a customer.