I have been to dormant lately blogging my apologies. So many marketing and social media and customer service lessons to share.
In both cases I wrote the companies. Haven’t heard back. I offered ideas and solutions. For Flatbread the founders are best friends with my new Inlaws. I spent the last two Christmas’ at their house. I mentioned this in my letter. They sold off the frozen business to another company but obviously support the brand since my friends still run the restaurant in Waitsfield, VT where I live.
Anytime a customer writes, happy or sad, angry or other this is a chance to reach out and bond with your customer. I personally have taken bad reviews on Yelp! for a client and turned those folks into huge fans.
Why? Because most Brands and businesses do not respond. So when you get a resonse is is so much more meaningful. Especially when it is not a form letter.
Don’t believe me as my friend Adam Toporek over at Customers that Stick he will tell you. You probably might not get such a chance to talk directly with a customer. They might feel ignored and start looking at your competitors to see who actually wants their business.