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 @ElissaFreeman  - You're welcome. I got that from my previous travel agent days. I came across those in the midst of checking out anything travel-related that potentially involves customer service issues.

 

Goes to show that, as someone said, things aren't necessarily black and white. Personally, one take-away I got from that is to respond if/when someone is materially and directly affected. (e.g. someone getting hurt, money being charged.)

2 years, 3 months ago on Is It Time To Stop Listening to Social Media?

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Although I'm not into PR or social media work as many of you are, I'm glad someone wrote about this. Let's just say I've since become interested in this field, namely how and when to respond.

 

I'd like to share what I call a double whammy at the same company in the same year. Delta Airlines got dinged for charging some military personnel some baggage fees in an exceptional scenario

(and pardon that I'll be linking a bunch here!):

 

http://abcnews.go.com/US/delta-charges-soldiers-3000-baggage-fees/story?id=13791417

 

http://blog.delta.com/2011/06/07/military-travel-baggage-policies-our-thoughts/

 

Yet, others wrote that Delta actually posted and were consistent on their policies prior to that:

 

http://boardingarea.com/blogs/viewfromthewing/2011/06/09/delta-should-have-stood-firm-no-obligation-to-provide-fourth-checked-bag-free-to-military/

 

http://travel.usatoday.com/alliance/flights/boardingarea/post/2011/06/Planereality---Soldiers-38-Baggage-Take-it-Easy-on-Delta/173647/1

 

Soon after, they got dinged again for something they didn't even do directly "wrong", though that probably depends on your view:

 

http://www.mrmediatraining.com/index.php/2011/06/23/delta-airlines-saudi-arabia-and-no-jews-allowed/

 

http://www.huffingtonpost.com/rabbi-jason-miller/delta-airlines-saudi-arabia_b_883202.html

 

Delta, of course, eventually responded:

 

http://blog.delta.com/2011/06/23/view-from-30000-feet-delta-on-diversity/

 

So in the first scenario, Delta Airlines arguably "gave in". In the second, they stood their ground.

 

And of course, they're still flying. Kind of interesting to consider when to do something.

 

Just sharing. And again, thanks for writing and everyone commenting here!

2 years, 4 months ago on Is It Time To Stop Listening to Social Media?

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 @TigerJoanna  - kind of funny no? Even the old testament says something about that.

 

Cheers to you, Randy and everyone else. Looking forward to reading and learning from you all, then taking action.

2 years, 4 months ago on Worthiness

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 @TigerJoanna  - tell your friend to look up the parable of the talents/3 servants, where God later took the one talent from the 3rd servant and gave it to the 1st servant with five-turned-10 talents. Makes me sort of wonder why God gave it to him instead of the 2nd servant with two-turned-four talents, but I ain't complaining. :)

2 years, 4 months ago on Worthiness

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"are those statements helping the self-saboteur to continue sabotaging themselves rather than actually helping them grow?"

 

 @tonyscarcia - odd, but isn't it the person's choice what to believe anyway, as long as they honestly feel maybe good about it or improves them? Just wondering aloud, I guess.

2 years, 4 months ago on Worthiness

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@wmwebdes - can't help but agree, especially when "quantifying" it into three simple words!

2 years, 7 months ago on Three Values to Hold High in 2012

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"What's disappointing to me are the customers who take advantage of social media just to get free stuff."

@ginidietrich - Double-edged sword. Funnily, though, these things have a way of working themselves out in the long run.

2 years, 7 months ago on FedEx Customer Video Turned Good PR

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@ginidietrich@sydcon_mktg Hi there. First time to finally comment on this blog after especially reading this story. :)

Personally, I also liked that response because they're also not saying they "fired" the person. I've seen many people immediately (and mercilessly?) ask for the employee's head after making what seems to be a single, unintended mistake. It's not like every mistake warrants being fired or worse, though that depends on the situation at hand.

2 years, 7 months ago on FedEx Customer Video Turned Good PR

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@JayBaer@Aliosha @ MeltingPosts Something tells me that depends how and what they can afford to make that happen. Still, no harm trying if they're especially a 24/7 service business like, say, cable TV and Internet connection.

2 years, 10 months ago on 70% of Companies Ignore Customer Complaints on Twitter

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Hi Jay. New viewer now commenting on your blog, especially since I'm eager to learn how to apply customer service via social media. I came across this while I was looking online about customer service.

Not much to say except I agree with an earlier comment that I've also observed some companies don't know how to use Twitter, and are maybe afraid of doing something stupid. But I also agree with you that it's essentially a choice nowadays, given that others are successfully using social media (like Twitter) to address consumer complaints.

I guess they just want to "prove" to themselves the value of using social media. Only...they really have to at least try in order to see if it indeed works for them.

In my case, I'd like to see how I can apply what I've learned doing customer service for at least six years in social media. To think I actually stayed away from them for the longest time because I thought they'd be...well...time wasters!

2 years, 10 months ago on 70% of Companies Ignore Customer Complaints on Twitter

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