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.