As a business owner, your main objective is to earn a profit. Hopefully, most customers taking advantage of your business or service will be pleased with the outcome. However, you will have the occasional customer who is displeased. Thus being so, it is your job, as a business owner to make sure that customer’s displeasure goes away and they continue to return to, and leave your business a satisfied, happy customer. I can guarantee you, Sarah, a customer at a Minnesota movie theater will not soon be returning after receiving a vulgar email in response to her complaint of a poor experience. Granted, Sarah’s email wasn’t the most polite, however it is not her job to keep the business owner happy, it’s the other way around. To read the full email exchange, visit the website for the local Twin Cities newspaper.
In response to this, two Facebook fan pages have come about; one, with over 5,000 fans, supporting Sarah and her movement to boycott the theater, and another supporting theater president Steve Payne, with only 200 fans. I do think this is an appropriate use of the Facebook fan page application, especially for Sarah and her cause. She is able to inform people on a large scale what had happened to her and allows her to get support from them very quickly. Although this is not the intended use of the Facebook fan page it is very fast and effective.
Recently, I have come across a similar fan page on Facebook in which disgruntled customers can ban together and make their point heard. This is the fan page titled “I HATE Bronze Body & Brew and I Want My Money Back!” This fan page is in response to the local Whitewater tanning salon going out of business without informing any of their customers and leaving them with numerous tans lost. In such a small town, the page has reached almost 1,000 members and still continues to grow. Many fans, of which I am one have used this page to vent and talk about plans of action to get our money back.
Sam great set up to this post, I like how you explained what it means to be a business owner, or a VP of a business for that matter. I am not a tanner but i'm guessing that people pay BBB money in advance for their tans?
ReplyDeleteYes Chris they do charge customers in advanced for their tans. The worst part about the whole sitiation is that there was a huge sale the week prior to its closing where many patrons were encouraged to stock up on tans, many spending anywhere from $10-$75. When the business did close, the system was cleared and any record of the number of tans each customer had left was wiped from the system. This is even causing a stir with the Better Business Bureau. Check it out:
ReplyDeletehttp://wisconsin.bbb.org/article/local-tanning-salon-racking-up-complaints-to-bbb-17915