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April 28, 2008

A Great Lesson in Customer Service and Tip for Following Your "Buzz"

Yesterday's Tip of the Week proved fortuitous. I encouraged my readers to investigate BradsDeals.com and I also cautioned them to check the sales advertised because I was upset a sale alert on Wii wasn't as stated in the daily e-mail notice I received.

Within hours of the post I received an e-mail from Brad Wilson, editor-in-chief of HandPicked savings and author of BradsDeals.com (who appears on NBC's The Today Show). He thanked me for posting about his site stating he always thought there was a way for small businesses to take advantage of his alerts and website.  He also acknowledged the mistake about the Wii sale indicating the company changed their offer right after the daily e-mail alert (sounds like the company got wind of the alert) and he yanked the mention of the sale from the actual site...but it was too late to change the mention in the e-mail alert.

I appreciated his concern for not only the consumer but for me as an evangelist for his services and brand.  His actions were an example of excellent customer service-orientation as well as protection of his own reputation as he builds his business, something we all can learn from.

What system do you have in place to first identify then acknowledge misinformation and then following up with people who take the time to discuss you positively (or negatively) on the internet and/or through word-of-mouth?  How do you take a potential negative and turn it into a positive when your reputation is questioned or your virtues extolled?

Recommendation:  Track your personal name, firm name on Google Alerts or similar service. For more in depth tracking I recommend paying for a service such as Andiamosystems.com who advertises as follows:

Pssst...people are talking about you. Your business. Your products. Your competitors. Your customers. On the millions of blogs, forums, social networks, review sites & message boards. On mainstream media and PR newswires. Listen, understand and you'll prosper.

(How did I learn about Andiamo?  In checking my referring stats these past three days I noticed them as a referring site several times.  Someone's been monitoring their 'buzz' on my site following their brand's recent mention in my post on Friday.)

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