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Noooo, don’t listen to me… June 26, 2011

Filed under: Uncategorized — stepheppichdaily @ 3:06 am

I’ve just been doing this think called Social Media for two years.  I have my own little company, but I inundate myself with this stuff (mostly behind the scenes) daily.   Every. Single. Day.

Do you hear me?  I’m a little peeved (and that is saying it lightly).

I work a lot.  I want to give my customers the absolute best service that I can possible, because if I make them look good, then in their eyes, there is no one else for Social Media, I’m IT.

Not only have I been doing this for two years (which by the way doesn’t seem like a long time, but Social Media years (to me) are like dog years,) so I’m all in fourteen years.  Anyway, not only do I “do” Social Media, I study it.  I watch who is really good, what they are doing, and I don’t copy it, ok, maybe some of it I do, but copying is one of the greatest forms of flattery.  So when I give you a suggestion, it’s based on 1. My own personal experience 2.  What I’ve seen “Others” do that has has impressed me 3. Knowing who the players are, and what they do that works.

So someone screwed something up.  It was an unfortunate mistake, but it happened.  Service industry companies that utilize social media have to be very careful when they screw up, even if it was something, that just, damnit happened.  They have to be careful because here is what happens in Social Media:

1.  The “screw up” happens

2.  The “screw up” is posted on a social media site like, say, Twitter or Facebook.

Here’s what happens folks, not only did the Company screw up, but the person or persons that it effected has now posted the complaint on their personal Twitter or Facebook page.  So all of their (let’s say 500) ALL of their 500 followers/friends have seen that this company wronged them in some way.   Not only do their friends know – but if they posted the complaint and it’s got your companies name on it – guess what – all of your fans/likers/followers saw it too – all 2,000 (TWO THOUSAND) of them.  It’s not word of mouth anymore people, it’s viral, it’s instantaneous, and if you don’t make it right – 2,500 people are going to know about it (Their followers + Yours)!?!?  If you don’t think people will take notice?  Get you head out of the sandbox man.  I’m trying to be your friend here.

So…let’s say I got bad service somewhere and I “tweeted” about it.  The companies reaction can be to ignore it, say their sorry, or go the extra mile (when you’re really good) to make it right.  I’m not taking about thousands of dollars.  It’s a manager coming over to apologize, an owner asking what happened, a PR person sending out a $5 gift card.  Act like you give a damn, and people will be loyal to you till the sun doesn’t shine anymore.

Let’s say hypothetically that someone’s client got a tweet about a service problem.   The account manager made the company aware of the problem and suggested a $5 “I’m Sorry” gift card (because they know it works, they’ve seen it work.)  The customer feels a little extra love, they feel important, they know their patronization is important to the company, and they want to make it right.  Besides, odds are, they get the $5 gift card, they’re coming back in to spend $10, $20, $15, they’ll tell their friends, their friends will tell their friends, they’ll thank the company via Twitter/Facebook – do ya know what happens?  This is not a test by the way.  Their GOLDEN again.  Someone will remember you made the mistake right longer than they will remember the mistake.

Let’s say, regardless of the suggestion, the company chooses not to do anything about it.  I mean sure, they’ll say I’m sorry on Twitter or Facebook, but they won’t go that small, tiny, extra mile.

Wanna know what happens the next time someone says something about that company?  What do you think will happen?

“Hey Bob, do you wanna go to ________ with me today?”  Bob: “No, they last time I was there XXX, XXX, this and that happened, and they did nothing about it, and I’m not going back there ever again.”

That’s just more gasoline to a fire that was out for a few weeks, or months.

So if you see me shaking my head, or saying “that’s not really a good idea,” please refer back to this blog post.

Better yet, just ask the NFL Pro Shop. (See “A Story Too Good Not To Share” on http://www.seppichdaily.com)

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My Dad is an Angel, he was no Saint June 14, 2011

Filed under: Stuff,Uncategorized — stepheppichdaily @ 10:50 pm

I swear to God, if I hear one more Father’s Day commercial, I might go ape shit. I cry every day, the loss of my Father has been the worst thing that I’ve ever had to live through. I try to put on a brave face, but the loss of my “safe place to fall” is devastating to me. My Dad was my best friend, he would have done anything for me, I could always count on him, even if he didn’t agree with the path I was taking, I knew he was just a phone call away.

He wasn’t perfect though.

My Dad was a hard core disciplinary. I learned that I didn’t want to ask my Dad something more than 3 times. 3 was the limit. 4 got your ass kicked. Dad worked at Bakers Shoes for 25 years, he wasn’t around much for the day to day thing. He worked 12 hours a day, and had a short fuse when it came to “Family Time”. When he got terminated from Bakers he had several different jobs. I think he was embarrassed from getting terminated from Bakers – he should have sued for Age Discrimination, I wish I would have been a little bit older, I would have pushed to sue, it was such bullshit.

So why he isn’t a saint. I’m 16. I bought tickets for the John Cougar Mellencamp concert at the State Fair Grounds, with my own money, and invited my friend Megan Jarvis (who was staying at our house, because her parents were in Europe.) The day of the concert, a Saturday, which was unusual for my Dad to be home. I was getting ready to leave, 2 hours before the concert, (I had no idea people were camping out for 2 days before the concert.) I’m getting ready to leave, Dad asks me where I’m going. I said “we’re going to the concert Dad” (with 16 year old attitude.) My Dad said “I want you to do the dishes first.” I remember saying “Dad, I bought these tickets, I’m going to this concert, I’m not doing the dishes first.” You wanna bet???

Guess who didn’t go to the concert….My Dad took my younger sister Marcia nearby to the Fair Grounds to scalp the tickets I had worked so hard to get. The dishes were done by the time he got home. My Dad kept the money.

I remember talking about this story with my Dad before he went into the hospital. He denied how hostile he was, “I would never do that” is what he said. True enough, in his later years, he was a kinder, gentler, Johnno.

I miss my Dad so much. I get so upset when I see people talk about that they “have” to spend time with their Dads. I would do anything to have my Dad back for just one day, just one hour. To tell him how much I love him, to thank him for being my soft place to fall. To yell at him, for not taking care of himself. I would give anything, I would do anything, for that one moment.

Please enjoy your time with your Father on Fathers Day. Don’t let any word left unsaid, let him know how much you love him.

Trust me…