Blog Post Week 3 Part:1




·         Have you ever experienced difficulty communicating with a business?

Yes, I was ordering a roll of vinyl to wrap my car in. They kept saying it’s in back stock it will be back in stock within 1 week. Which took about 2 and half weeks almost way longer than the give time.

·         Does social media make it easier to get noticed or get your problem solved?

I do strongly believe that is true. For one example in the text book Likeable Social Media states complaints can easily be made public. That is when a company listens more carefully than ever and responds with more empathy. If you have a bad experience at a local coffee shop that is well known and they give you the order wrong. There is a way to email or get in contact with someone and they will be able to help you out. If they are losing a valuable customer they are more likely to respond by apologizing and willing to give you something in return for the inconvenience.
·         Have you ever had a positive experience communicating with a business through social media?

I’ve had positive experiences in all types of business. Some respond more quickly some do not. I have an Instagram page where I ask questions on how I can get this design cut and printed. They help me out with the link and guide through which is very helpful. YouTube can also answer up a lot of my questions. On how to solve this issue of when I work on a window tint or a car wrap. This will have a guide through acknowledging on how to do it. Leaving comments can help the business or owner of the channel help you out for what you’re looking for. There is always a way as long as you are reaching out to get information and not to seek a handout.

·         If it was your own business on social media, how would you respond to positive or negative comments?

For the positive comments I would thank the customer and listen to what they say. If it is something important requesting more information on the service I will private message to help them out. If they are requesting a new service that can be added within a timely manner I will go out of my way and learn it.
Negative comments I will listen carefully and respond with an apology. Try to diffuse the problem and then solve it. Reaching out to the customer would be a start to acknowledging their concern. Then trying to offer them a discount for a next time purchase. If there is a gap of communication we would like to resolve it by understanding what went wrong and how we can better our business with them in the future.

·         Describe what made your experience negative or positive.
       The experience I received was a delay shipping of the order I was waiting upon. Also the wrong information when telling me when it was going to be back in stock. I had asked if I can get this expressed delivered since it took so long to get it ordered out. They had spoken with a manager and said they were not able to do that. They offered an extra roll of vinyl at about 5x10ft. Which is usually about $60-100. I had not asked for it but it was a positive turn out by them helping me out in that way.


Comments

  1. UnknownSeptember 7, 2018 at 12:46 AM

    Hi Jesus!
    First I wanted to mention I liked how you added the questions onto the blog that way we can be refreshed on what we needed to answer with out going back to canvas. I always wondered how a business can use YouTube as a good social media outlet and it makes sense that business's use it to make how to video for their products. It is always nice to receive something in return of a negative experience. Because let's face it no one is perfect so we shouldn't expect a business to be perfect.
    -Nancy

    ReplyDelete
  2. UnknownSeptember 8, 2018 at 8:23 PM

    Jesus,

    Great insights! I think you provided great suggestions when there are bad reviews by apologizing and offer a discount. Always having a plan to roll out when a bad review occurs is always good business practice.

    ReplyDelete
  3. UnknownSeptember 10, 2018 at 4:41 PM

    Hi Jesus,
    I agree that giving feedback will help the business owner. I'm happy to hear that even though your purchases took longer than expected, that they sent the free vinyl to make up for the inconvenience. Finding a solution as an owner to a customer is extremely important so, like you mentioned, you don't lose a valuable customer. I also look at youtube videos to help with whatever I have trouble doing or learning!

    ReplyDelete

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