See that screenshot to the left? The place referenced… “where they come from” — that’s the Ville. It’s also where I come from. The comment is a Facebook response from a business reference an unhappy customer. Yes, seriously.
But it’s not about the cookies, you guys. And it isn’t about the price either, even though Linzy B’s Bakery evidently believes it is!
As I understand it from photos and comments on Facebook, cookies were ordered by Crothersville Elementary School from a business, Linzy B’s Bakery. The cookies didn’t turn out like the customer expected, and after calling the bakery and not receiving a return call, photos of the cookies were posted and a good bit of dialog followed.
I’ve never been to Linzy B’s Bakery and I have no idea who the owner(s) are. And even though I’m not Betty Crocker, I can see how I too would be a disappointed customer if I got the cookies on the right when I was expecting the cookies on the left. So the question was posed on Linzy B’s FB page… “WHY did you not post them on your page like you did everyone else’s cookies?” Valid question although I can only assume the answer is they were not proud of the cookies they prepared for Crothersville Elementary School students.
Lots of negative comments later, I simply asked via a comment what Linzy B’s Bakery had done to “make it right” for the customer — and I said this issue reminded me of ‘United Breaks Guitars‘ (which has almost 13 million views for the 1st version, and that prompted a 2nd and 3rd version and even a response from Taylor Guitars which also got a ton of views). Their deletion of my comment pretty much told me they didn’t intend to “make it right” and didn’t appreciate my opinion. =)
Before social networking, an unhappy customer or client might tell a few people about an unpleasant experience. Now, an unhappy customer has the potential to reach thousands without even trying. Customer power has grown. Word of mouth is powerful.
Can you think of a better example of how NOT to respond to a customer complaint?