This adds to the List of the Worst Ever!
Online media strategies are more relevant with reviews and social networks. Bad reviews travel fast and damage any image branding. Important business tips for today.
So maybe you were following me this weekend when I had a gaffe with a local Italian eatery? When I say gaffe I really mean FIASCO!
Quick recap: I call to order dinner for my friends and I. I’ve ordered before and I’ve loved the food. Some new person answers and has no respect for me and no clue what she was doing. She lacked any sense of professionalism. After a difficult time of ordering a certain sauce (she constantly mispronounced it after I spelt it to her THEN asked, when I described it as an Italian Spicy Sauce, why I didn’t just call it that) my order finally arrives.
Here’s where it escalates:
My order is completely lacking the sauce I spent almost 5 minutes trying to order. I’ve ordered the sauce by name many times before and there has never been a problem. Now tonight, I get a rude, obnoxious and unprofessional person that cannot just ask someone with more experience for help. So when I call back and tell her there’s no sauce, she tells me that my food should arrive shortly. WHAT?! I just got done telling her my food had arrived. My reason for calling was … no sauce.
Now this person abruptly tells me to wait, puts me on hold and doesn’t even say ‘sorry’ for no sauce. Really? She comes back and says someone will bring me the sauce. I then ask for a manager. She then yells to someone: “they want to talk to you!” The reply I hear? “I’m too busy to talk to them!” Now I’m furious and the rest you can follow on Facebook.
What does this have to do with media strategies? Well, in a few days my status will pop up via search engines. My local network already knows of my troubles and eventually the poor review will be easily searchable. That business will not go under because of me but it will have a slight ding against its record. Right now there is one review on Google – there will soon be two. One good and one bad. For a fledgling business, that does not do much for positive branding.
In one instance, any company’s branding can get a ding or become slightly tarnished. With the explosion of social networking, reviews are much more available to consumers. Consumers can interact and automatically avoid places with poor branding and poor service reviews. Online media was originally a collaboration tool and if you’re not careful, people can collaborate against you.
The internet is a huge tool. Never avoid using it!
Hopefully I have enough time to cook at home for a while – I don’t feel like ordering out again soon! I’ll check back here on Wednesday, take care!
Tell a Friend,
TZ
Tony Zazza, a 15-year media, marketing and advertising expert, is the Principal of Zazza Media Strategies, a Dallas Texas Marketing Firm, that specializes in growing small to medium sized businesses to their fullest potential.
