Social media gets such a bad press at times.
It’s no wonder when there are so many trolls relishing in the ability to make nasty, vindictive comments; a seemingly uncontrollable rumour-mill in which the unwitting victims are guilty until proven innocent and a tendency for people to unleash their angry side if something irritates or inconveniences them.
Managing social media accounts for an organisation you see on a day to day basis the willingness of people to take to Twitter or Facebook and have a right good whinge. And I am the first to admit that I have done the same on occasion (EE will certainly have felt my wrath a couple of times…)
Some of those moans are rightly justified (workmen carrying out noisy, non-urgent works outside your house at 5am), others a little more pedantic (person held up for one minute while bins are emptied) But either way, complaining via social media is quick, easy and popular.
Don’t get me wrong – I’m an advocate of using social media to contact organisations and let them know what’s going wrong. But also what’s going right too – and that’s where I think we could all help to spread a little more ‘love’ on social media.
For example, today we took our kids to get shoes in Clarks. We were served by a very pleasant and professional lady called Lindsey. She took the time to remember the kids’ names, and was very thorough in making sure we got what we came for and that the shoes were a really good fit for them. We left thinking less about how much we’d just spent on shoes (clue: a small fortune, Clarks ain’t cheap), but more about the good customer experience we’d had.
Customer service is a major ‘thing’ of mine, and its sadly a much rarer breed than it should be.
So I took to twitter to give a little praise where praise was due:
It really didn’t take me any time at all, hopefully the message does get passed back and that Clarks employee – a great company ambassador – will get to feel that the effort she goes to to give great customer service is valued and has been appreciated. She’ll feel good and I feel good, because I had good service and because I’ve given a little something back.
As somebody who manages accounts for an organisation, it is always lovely to get some positive feedback, especially when it relates to a specific service or individual. And it’s nice to be able to pass that feedback back to that person (and their manager).
It’s easy to take to Twitter or Facebook when you’re angry and dissatisfied. And that’s fine. But let’s also remember to do the same when things go right, it might just make the world a slightly happier place, even if only for a little while.