The debate over whether social media is important or not is over – every business, big or small, should have some kind of social media strategy in play. Of course, there are companies that don’t need to do social media, but most do and should be, even if it’s a tiny and inexpensive strategy. Being ready, willing and able to address matters relating to your brand on networks such as Facebook, Twitter and the likes is a crucial part of satisfying your audience.
I went to school with a chap called Lloyd, who has been messed around by ABSA. He wants to close his account, but from the sounds of things, no matter what he does, ABSA continues to try and delay him as well as up sell their products. I understand his frustration in this regard as I went through it with Virgin, but I certainly never experienced the fail that ABSA cooked up on their Facebook Page, just get a look at this:
This, to me, is such a perfect example of social media being done incorrectly. What could have really been an easy situation to resolve now has hundreds of people involved, bloggers blogging about it and I’m sure someone’s tweeted it. A 4 day delay on the Facebook Page? Grief! ABSA need to review things, either the agency doing their social needs a bit of a spanking, or they need to give the person who does it internally some more resources because this is crazy and it’s going to spread bad news about their brand online. Perhaps they should consult FNB for some tips?
Anyway, Facebook is no different to how you’d do things in person when someone walks into your shop – value your customer and treat your customer with respect, but most importantly, when it’s something you can do for a customer, do it, don’t delay it!