I recently wrote about an unpleasant experience with Directv. I blogged about it, posted it on Twitter with their account and hit Facebook up with it.
I had mentioned I was going to do all this to the lady on the phone but that didn't seem to make any impact to her. I have to give Directv credit though. They do pay attention to their twitter account. I got a response from them almost immediately asking for more information.
I sent them the information and waited. To be honest I didn't expect anything to come of it. The did respond though and I ended up getting more money back than I had originally asked. They were pretty cool about it….. after I raised cain and went public.
Now as a business owner think about the impact that social media can have on your business. In times past people were fairly limited in how they could talk about your business. Unless they were willing to run an ad in the paper blasting you ( and that has happened before by the way. ) Now with social media they have a ton of ways to get the message out.
Unfortunately for Directv my blog post has been indexed by Google, committed to the memory of the web so to speak. It will be there for a long time to come. At least with this post they get some of their credibility back but how many people will find the other post and not this one?
Do you have systems in your business that allow you to harness the power of social media? Remember is the social first. Your network is built of people that you know, are friends with, have done business with and random strangers you have connected too. It;s ok. We have all done it at one time or another.
But it goes much deeper than that as well. The social network also consists of people that they know. I don't have a large Twitter following (if you want to follow me on Twitter you can find me at http://www.twitter.com/scottlovingood . I don't have an extremely large Facebook audience either. http://www.facebook.com/scott.lovingood is the place to be if you want to add me as a friend.
But when you look at the few hundred people I connect too, the few hundred each of them connect too. It doesn't take long for a bad story to get out and be blasted quickly around the world.
Make sure you have thought through how things are changing when you develop your policies. The Customer may not always be right but they can sure tell a whole lot of people very quickly about how you are wrong. Even if you are proven right later, the damage can be swift.
PS If you haven't signed up for Twitter and are in business, get your account now even if you don't use it.
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