In the past I wrote about Net10’s horrible customer service. I’ve always loved their coverage area and their $50/mo unlimited everything plan, but their telephone customer service leaves a LOT to be desired.
Lately, however, I’ve been using Net10 as an example of GREAT customer service.
What? How is that possible?
I stand behind my original post in October 2010. Net 10’s telephone customer service sucks. But…they are a perfect example of how to use social media properly. Not many companies pull it off the way they do. Go to their facebook page and you will see that they have numerous reps standing by online to answer the questions/concerns of customers.
The average social media user (this is regular people, not businesses) expects a response on social media within 30 minutes of their post. So many companies are falling way short on that goal.
Let’s take a look at Pizza Hut’s facebook page, for example. At the time of the writing of this post, Pizza Hut has 4,040,430 fans. The majority of them were gained due to a national promotion where they promised a free p’zone with an online order of a pizza. So…many people went to “like” their page and get their free p’zone. However, when they clicked the link to order, most had something go wrong. After adding their pizza and anything else they wanted, in addition to their pzone, they went to checkout and the pzone was not free. Now, maybe you are saying…”Oh well…it’s just a $5 p’zone…no big deal”. But it is a big deal. Pizza Hut goes to their facebook page, makes a post and that’s where it ends. Upset people comment and they are ignored. They never get any kind of response at all. Mob mentality takes over and more irate people chime in. Nasty comments begin to spiral out of control. This has been going on for days.
When someone is upset with Net10, one of the reps (almost immediately) asks how they can help. They then take the conversation to private message so it never gets too out of control on their page. THAT is how to “do” social media.
Never do what Pizza Hut is doing and just ignore the comments of your “fans” or “likes”. Social media is king. If you don’t know what you are doing, hire someone who does. It can make the difference between the success and failure of your business.
Pizza Hut...for now my love of your pizza outweighs your horrible customer service via facebook AND via telephone. I’ve wasted too many hours with your ignorant reps calling me to try to find out why I was upset because I didn’t get my free p’zone. I ended up paying for it and it was HORRIBLE anyway. I will stick to your pizza, breadsticks and cheesy garlic bread, thank you. If, in the future, I have another problem with Pizza Hut, I may be gone unless the customer service improves drastically. Never ignore a customer. Especially one who knows how to use the internet to his/her advantage.
Net10.…you have redeemed yourselves in the customer service arena because you have outdone yourselves on facebook. I am still far less than impressed with your telephone customer service so I will just stick to going to facebook if there is a problem or concern.
***PIZZA HUT UPDATE*** It appears that finally this week Pizza Hut actually began replying to fans regularly on their facebook page. If you look at posts prior to Monday, August 8, 2011, you will not see one reply to fans. Maybe all of my complaining to corporate finally helped out. I started complaining on Monday. Glad they’ve finally stepped up to the social media plate. One can only hope they keep it up. 😉