Earlier last week I ordered some temporary business cards as my mobile number changed to 07738 175 614, this of course meant I had to order some new cards, I decided to get some temporary cards, and looked for the cheapest option. Vista Print were offering 250 for £4, sounds like a good deal right?
...and I like any letter or email that contains this next phrase...
So imagine my surprise, when I added the cheap option of Reverse Printing, and the total came to £42. Well dear reader, I was appalled, and being Lion Hearted immediately tweeted my disgust, non-directly on Twitter, being careful not to hash-tag them in, and hurt anyone's feelings.
An hour later, the bastards got me, and guess what, they offered to rectify my complaint. As things stand I'm too embarrassed to take them up on their offer, but this is a monumentally magnificent example of using Social Media in your customer service.
Instead of burying their head and hoping I go away, they're publicly showing themselves to care about my issues, and by seeking me out through a 'Google Alert' they look like they care about what people are saying about them and they want to fix issues. Also this strategy runs the risk of giving my complaint more exposure, but worth that risk as it demonstrates their concerns.
This is a very modern approach to customer service, it's the only way to do things when everyone is so vocal these days, and, yes something we can help you with at Citizen. Give us a call to talk about setting up alerts, and Twitter Searches, and building that into part of your Social Media Strategy for 2012.
I have to admit, I'm a little bit worried about what they're going to think of this post when their alerts pick it up, maybe they'll retweet it, but for the record I'm sorry, I know some of it was VAT and postage, I may have overreacted.
So the cards turned up and I wasn't happy with them, in fact I binned them immediately. I think there's a problem with these automated systems, there's nobody on the press quality checking them, they were a weird size, the artwork was aligned to the right, and the print was really washy. Some of those things might have been my fault, but I was still furious.
So again, like the big man, I took my rage to Twitter, and within 20 minutes Vista Print had responded, and issued me a full refund! You have to say that's amazing. It doesn't help the fact I've got a meeting tomorrow with no business cards though does it?
Get in touch firstname.lastname@example.org
Or call 07738 175 614