How not to engage with customers
I don’t profess to be any sort of marketing or customer service guru. That said, having spent the best part of a decade working in retail, I know a little about managing customer relationships and expectations.
At the weekend my daughter fell in love with a certain pair of Converse shoes (for those of you that care, they’re the waterfall blue, double tongued variety). The thing is, the shop that we were in didn’t have her size and so when we got home we went on the internet and eventually found a pair at a shop called Ozzy’s & Archive. Click, click, credit card. Job done.
Until Monday evening when I received an email saying,
Thanks for your recent order of the Converse shoes!
Some bad news im afraid. We have just gone out of stock with this shoe!
We are changing our stock system and some so we are having to manually change stock levels on the site for now, unfortunately you placed an order before we had chance to change your items stock levels online.
Its upto you what you would like to do. Whether you want to choose another item to replace the shoes, or just have your order cancelled. Whatever you want, just let me know!
Again, sorry for the hassle,
Something about the tone really got to me (maybe the excessive use of exclamation marks). As a customer, I don’t really care what your systems issues are, that is the rational explanation that YOU have for YOUR service failure, it isn’t the emotional attachment that I had with the product that (in my mind) I had already bought. And to compound this, there was there was no recognition of the disappointment – just a choose something else or get your money back standard response.
On the bottom of the email, however I noticed a Facebook page. So I thought I’d check it out. I “liked” the page (which felt somewhat counter intuitive…but hey!) and saw that there was a post about not winning a Retailer of the Year award. At this point you’ll understand I felt obliged to post something, so I wrote a comment on their wall:
Sadly rubbish customer service from Ozzy’s and Archive. You are a long way from Retailer of the Year if you can’t show your stock levels correctly on the site, take an order and then respond with a “choose a different product or have your money back” routine. One lost customer.
I checked back a little while later and lo and behold……my comment had disappeared. Censorship? Well hang on a minute….so I wrote another comment:
Hi there, I wrote some feedback on here about the poor customer service that I received from Ozzy’s and Archive but it seems to have disappeared. Surely you haven’t deleted it?
And then things just got worse……within 10 minutes that comment was taken down too and my ability to post anything on that page was revoked.
Clearly someone didn’t want people to see any bad comments about their service. Which is what brings me here to write about this today. The world with social media is a conversation, you might be able to constrain what people see or hear (to a certain extent) but you can’t control what they say. And ignoring a negative situation, surely doesn’t change how people feel.
Engaging with customers that are disappointed and upset is as, if not more, important than engaging with customers that are advocates. You can try to control the message, but somehow it will always get out. So wouldn’t it be better in the first place to engage?
Ozzy’s and Archive gave me bad customer service. It wasn’t abysmal, but it was pretty ropey. Through the way that they’ve handled it, however, they have turned a disgruntled customer into someone who wants to write about it and tell the world what a rubbish company he thinks they are. They had a choice how they reacted and treated me and they chose to try to make the problem go away.
Sadly for them, it didn’t.
As a side note, Ozzy’s emailed me again last night elaborating on their justification for their failure, but sadly I can’t reply as their Mailbox quota has been exceeded (how many more customer service crimes can one company commit?). If you want to see the screen prints of the various comments then you can see them below (I don’t normally take screen prints – as you can tell from the other tab open on the first one! – but funnily I had a hunch about this. Oh and I no longer like their page……but Maddy does have a new pair of Converse on the way to her……just from a different shop.