Friday 12 June 2015

Trader Counters Bad Social Media Review

One of our traders who conducts mail orders received a bad Facebook review for what was essentially damage by the postal system. The generic plastic packaging was somehow torn in the process of delivery and as sometimes happens the customer publicly complained instead of discretely seeking resolution directly from the trader.

So, our trader replaced the item and then posted on Facebook that they were increasing the thickness of their plastic packaging and also reducing the cost of postage. Turning a social media gaff into good publicity was a great move. The thicker packaging and the reduced postage was going to cost the trader a little more but we reckon that showing their responsiveness and commitment to keeping their customers happy will pay back many times.

Customer service is a little different in the online environment but it is all about excellence no matter where you sell. Seems like this trader had the right response.