You Only Get One Chance Usually

I have been to dormant lately blogging my apologies. So many marketing and social media and customer service lessons to share.

I have had two QR Code Fails. One I blogged about for Small Dog Electronics and another more recently from American Flatbread Frozen Pizza. Their QR code took me no where.

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.

 

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About chiefalien

Howie Goldfarb with 20 years of Sales and Marketing experience founded Blue Star Strategic Marketing in central Vermont to serve as the objective and strategic adviser of brands to help them grow and thrive. His Degree in Finance and 14 years of B2B sales to Fortune 500 companies gives him a CFO’s view of marketing. Thus bringing a dose of reality to the confusing world of jargon, spin, and hype. Also playfully known as the Chief Alien of Blue Star Strategic, Howie relishes his role as an industry outsider. A native New Yorker and former Angelino, he currently lives in the Green Mountains of Vermont and is still seeking his first moose sighting. His passions are living life, art, music, the outdoors, he tries to cook and loves the Vermont Fresh Network – local sustainability initiatives like farm to table and buying local.
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4 Responses to You Only Get One Chance Usually

  1. Pingback: Should small businesses ditch Facebook? | Space Agency Notes

  2. Pingback: Packaging Can Be Everything | Space Agency Notes

  3. Adam says:

    Hey Howie, good points here. I agree that customer feedback, regardless of channel, is an opportunity. Does that mean we should respond to every comment — no, don’t feed the trolls and all of that. But when customers voice legitimate grievances or issues, that gives the business an opening to not only repair but also to strengthen the customer relationship.

    It’s all about choosing to view customer feedback as an opportunity and not a hassle.

    • chiefalien says:

      Hi Adam! I agree 100%. In fact my friends at Chobani get so many mentions now on Twitter they do a neat thing. They make sure every tweet gets favorited that they do not rely too so you know they saw it.

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