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'Honey Badger Owes Firestone an Apology' freelance writing

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Honey Badger Owes Firestone an Apology

This forum post has messages dated from 11/13/11 through 11/14/11, please be sure to read all the messages. If you feel it is old or outdated, please follow up with a question or comment and someone may be able to update it, or reply with newer information if you have it.

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11/13/11 18:22
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Honey Badger Owes Firestone an Apology

Thank author of this post/commentHi everyone! A few days back I ranted about Firestone on my blog. Within 5 minutes, their social media guy had posted asking for his permission to get involved and I emailed him.

The above is a snippet from a post in the Tiffany Dow's Internet Marketing Blog RSS Feed. The link below is for the full post:

#1
11/14/11 08:44
Dallas, Texas
Thank author of this post/comment"Do I understand?"

Let me see if I understand:

1. You got bad service from Firestone

2. Apparently you asked for customer service and was unhappy.

3. You blogged about it.

4. Someone from Firestone saw and got involved and resolved the problem.

5. Now you are happy.

I see a HUGE problem here.

Let me start to explain the problem by looking at the above in a little perspective:

1. You got bad service from Firestore

2. You got bad customer service.

3. You complained publicly and made them "look bad"

4. They suddenly found some good customer service!

Now, where Firestone is missing the board with respect so social networking and social engagement is that they shouldn't be focused on cleaning up fires.

This is how the process SHOULD HAVE worked, and what Firestone needs to look at refining their process to accomplish:

1. You got bad service from Firestone (ok, stuff happens).

2. You got GOOD customer service from Firestone.

All the steps about blogging and social networking are left out because they simply offer good customer service EVERYONE, not just the cranky customers involved in social networking.

That leaves their whole social networking team to spend their time promoting the company in a positive manner not putting out fires!

I feel sad when a company brags about how great their social networking is for customer service. Social networking is not an excuse for NOT getting your customer service department in line and satisfactorily assisting ALL customers!

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