Fire is dangerous, right? People have died because someone got careless. Yet no one thinks we should outlaw fire. We just want to make sure it’s handled safely.
Lately, I’ve seen some things going on in the blogosphere and in the Twitterverse that alarm me. It’s the tendency to leap before you look.
For example, someone gets a bad dose of customer service and they immediately fire off a tweet or a blog post sliming the organization. Then there’s no follow up and that blog or tweet will be out there accessible by search engine for decades.
Where’s the organization’s side of the story? Don’t they get their “day in court?”
It’s fashionable for bloggers to bash the mainstream media, but the fact is journalists have been trained to verify before they print. Yes, sure there are the lazy ones and the careless ones, but the overwhelming majority of journalists view their profession as a craft and they are serious about verification.
It’s a lesson those of us active in social media could learn.
If you’ve just been victimized by poor customer service did you determine if it was a company policy (or franchise) or the fault of the employee? Or, did you let your hormones kick in and fire off a rant about the entire organization?
Last year I had a customer service issue with a hotel in
Anytime I receive customer service that either exceeds my needs or is exceptionally bad, I contact the business and give them some feedback. In many cases I never hear from them. But there have been many times when I have heard back.
We who advocate that businesses use social media owe it to ourselves and to them to use it responsibly, as you would when using fire.
Verify the source of the problem. If it is a corporate policy, then go for it. But after you’ve used social media to publicize it, contact that business and let them know what happened.
There are individuals in many of those companies who care about customer service. They need this feedback to advocate for improved customer service.
Also, by being fair to the company, you’re encouraging their late adapters to become more engaged in social media. They’ll be less reluctant to do so if they can see that they will be treated fairly.
Verify. Be fair. Give feedback.
Follow me on Twitter. I’m txglennross