Social Media Customer Service—An Anti-Example


I try to use this blog for funny things. Well, today I’m using it to rant…about something I find funny. Some of you won’t understand what any of this means (Mom, Grandma and Grandpa: I won’t be offended if you stop reading here), but people in marketing and advertising will.

Note: I used the Twitter “Embed Tweet” feature, so it duplicated tweets if they were responses. Ignore that. I prefer embedding rather than using screenshots.

Here it goes.

One of my Twitter acquaintances (don’t know her IRL) tweeted this:

Here’s how the company responded:

That made me go, “Say WHAAAAT!?” So I asked @Nichole_Kelly if that was real. I got this response from the company:

I don’t know what that means. And then @Nichole_Kelly Tweeted this:

Sir Mike at Solve360 then responded:

What? I seriously don’t know what that means. I think Mike is picking random mumbo jumbo and posting it. I guess that’s a social media strategy.

So I asked @Nichole_Kelly if she used @Solve360, and she said:

In other words, if @Solve360 would have handled the customer service situation differently, they could have had another customer. Instead, they lost her as a potential customer, and I’ll for sure never use them.

Mike of course responded with an incoherent babble…one that includes “lol”:

This is one of far too many examples of social media harming an organization because they use it wrong. Like I said, situations like this make me sad, but also make me realize how there will always be a need for my expertise as a social media strategist.

And if Solve360 and Norada are actually good at social media, they’ll find this post…and rectify it. Or maybe I’ll get a nonsense response from Mike. Who knows. But what I do know is that I don’t trust this FAQ on their website:

Solve360 Fail

P.S. I took screenshots of @Solve360’s tweets incase they remove them later. What happens on the Internet can never be erased.

UPDATED

A new response!

I’ll continue to keep you posted as he keeps digging a deeper hole.

UPDATED X2

After the long conversation on Facebook (read it here), I started to wonder if other people at the company knew what this guy was posting on Twitter. So I emailed the company. They email back…in support of the Twitter comments! Here are some excerpts from the response, as well as my commentary.

He said the conversation,was about self proclaimed social media expert(s) grandstanding.” I’ve never once claimed to be a social media expert. I’m a social media strategist. I don’t claim expertise. I admittedly learn every single day—usually from other people.

Maybe the word ‘fraud’ was a bit harsh, but with 140 characters you need to be quick to the point and you mentioned you were missing it.” In other words, they’re not sorry, and also don’t know how to craft concise tweet that gets their point across.

Your actions are not without consequence.” What?

I’d suggest that you stepped into the conversation in a big way.” I never actually addressed the company. I retweeted Nichole’s greasy wheel tweet that happened to mention the company. I didn’t insult them. I simply said, “Is this real?”

That behind us, we’d much rather be helping than ‘looking at our shoes’. First of all, punctuation goes inside the quotation marks. Secondly, again, what!? Looking at their shoes? Is that where the insults were coming from? Their shoes?

We’re willing to write this off a learning experience for both of us, offer an apology, return to our regular program of being nice, sticking our neck out, and trying to help people who touch us move mountains.  Touché? So generous of them to “write it off as a learning experience.” I know I learned what bad social media customer service looks like. It appears the company learned…umm…nothing. A few questions popped into my mind after this comment: 1) Who’s touching them? That’s creepy. B) I thought they were a CRM…what’s that have to do with mountains?

I want to respond to the email with all my heart. But I won’t, because I seriously don’t want to deal with them anymore. This was an interesting experience and I actually did learn a lot, but it needs to stop.

Next week, Nichole Kelly will be posting a blog post on a very popular blog. It’ll have more background and more of her experience (rather than that of a bystander). I’ll post a link to it in yet another update.

UPDATED X3

Jason Falls wrote about the debacle on Social Media Explorer, “Customer Service Isn’t An Act. It’s a Trait.

UPDATED X4

It appears @Solve360 is abandoning Twitter. Their new bio is, “Twitter’s ‘cool kids’ and spammers ruined a good thing. Catch us on LinkedIn where the grown-ups get work done.”

Not sure if I fall under the “Cool Kids” or “Spammers” category. I’m pretending the cool kids one unless I hear otherwise.

Things You Should Totally Post on Twitter


Twitter isn’t exactly swarming with college students. I use it and some of my friends use it, but honestly, most users are over the age of 35. Of the college students that do use twitter, many don’t actually know how to use it correctly.

No fear. I’m here to help. I’ve developed a list of things college students should post on Twitter. Follow these guidelines and you’ll have followers and job offers coming out your ass.

Most of these tips also work for Facebook, so increase your friend count by following these simple guidelines.

Thing to post #1: How far you ran. Friends and employersMegan's Meanderings love to see how far you ran. Some will even track your stats and share your progress with you. It’s a great way to connect with other people, especially fatties. Hey, you may even inspire a follower to get off the couch and run so they can post updates too!

Thing to post #2: What you ate for breakfast. Or any meal for that matter. I like to calorie count for the people I follow, and blunt “Mountain Dew for breakfast” posts help me in my quest.

Thing to post #3: Seemingly generic complaints that everyone knows are about a specific person. Example: “I hate when people stack up cans outside my room so when I walk out they fall over and make a loud noise.”

Thing to post #4: Corrections to other people’s grammar. This is just polite. People love having their mistakes pointed out publicly.

Thing to post #5: A massive amount of articles about your industry. Professional recruiters love to see that you can copy and paste an article link–an important skill in the real world.

Thing to post #6: Anything about alcohol. It shows you’re fun, laid back and ready to party. Mix these with all the copy and pasted article links, and employers won’t be able to resist DMing (direct messaging, for you non-Twitterers) you a job offer!

Thing to post #7: Health updates (this ones especially applies to Facebook too). People love to see when you’re feeling down, when you have a headache, when your stomach’s a little upset, when you’re in the hospital, when you feel like shit, when you have a pimple and more. The more detailed, the better. Health updates are an important part of staying connect in social media.

Thing to post #8: The weather. Most Twitter users are stuck in their basements all day, so it’s important to let them know what it’s like outside.

Thing to post #9: Anything that starts with “dear.” Examples:

  • Dear people walking slowly in front of me, MOVE!
  • Dear guy who cut me off in traffic, you suck!
  • Dear Twitter, I love you.
  • Dear ice cream, I want you.

See how entertaining those are!? You can never go wrong with a “dear” post. The cool thing about these is, they elicit responses. That guy who cut you off in traffic will see the post and apologize.

Thing to post #10: Song lyrics. This comes back to the ability to copy and paste other people’s words. The importance of that skill cannot be overlooked. Using vague song lyrics to describe how you feel to your followers lets them into your soul and gives them a reason to reach out.

Thing to post #11: Countdowns. I not only like keeping track of the special events in your life that affect me in no way whatsoever, I also like knowing EXACTLY how many days away they are! Graduation, wedding, vacation, whatever–I love keeping track of your life. Every time you post a new number (seemingly every day) I like to comment along the lines of “yay!” or “can’t wait!” even though said event has literally nothing to do with me.

Hopefully this guide helps all my fellow college students use Twitter as it was meant to be used. If you have any Twitter tips and tricks for the college student, post ’em here!

Disclaimer: If you actually take this advice seriously, you will lose job offers, and probably friends. If you can’t get the sarcasm, however, then you deserve it.

10 Important Life Lessons


From the desk (well, bed. I write my blogs in my bed) of Megan Horn: 10 important life lessons.

1. Crocs will never be cool, no matter how “comfortable” they are.

2. If you act like you’re better than everyone else, be better than everyone else.

3. If you take lunch to work in Tupperware, the following will happen:

a) You’ll get it home safely 3.7 percent of the time.
b) You’ll leave it at work over the weekend and stink up the office 14.6 percent of the time.
c)  You’ll forget it in your car. Two months later you’ll be trying to figure out what that smell is 39.2 percent of the time.
d) You’ll leave it at work, it’ll rot for 3 months in the fridge and the poor office manager will have to burn it 42.5 percent of the time.

3.5. Don’t Google Image “Nasty Tupperware” for images for your blog. Just don’t.

4. Kids don’t care about your job. They care about whether or not you have candy.

5. You will get stopped at every red light if you’re in a hurry.

6. The scent of a post-winter Ugg boot can kill.

7. Butter both sides of the toast. Then if you drop it, it’ll fall butter side up.

8. You can buy literally anything on the internet. Uranium, whatever the hell this isJL421 Badonkadonk Land Cruiser/Tank (shipping is probably a bitch), a 2003 nickel for $1.00 and more. (If you find any other good ones, post them in the comments.)

9. You will always have just enough time to get done what you need to get done. No more, no less.

10. Shaving your legs in winter is pointless. It grows back as soon as you step out of the shower.

Have some to add? E-mail me or put them in the comments.

124 Things You Should NEVER Say


Okay, so I didn’t actually write down 124 things you shouldn’t say, but I did write down a lot. Of course, there are more than 124 things…I’ve just selected some to share with you. Can you imagine reading 124 things? That’s a long-ass list! You’d be asleep half way through.

I spared you, be thankful. Now heed my advice and never utter the following words/phrases:

When are you due?

Your birthmark looks like an alligator.

Are you going to finish that ice cream?

Can’t (had to throw a motivational one in there)

A Army

Irregardless

Oh my god. Is that your mom?

Your dog just told me THEE funniest joke.

This Twinkie’s out of date. I’m going to throw it out.

When do you turn 18?

Would you even fit through there?

Moist

Where’s the bathroom. Oh, nevermind.

When are you guys planning to break up?

There was a guy on cops who looked just like you!

Did the aliens ask you about American Idol too?

My friend and I have a bet going–are you a chick or a dude?

 

I never want to hear you utter these words/phrases. Ever. Have some to add? Throw them in the comments.