Posts tagged ‘Facebook’

August 2, 2011

Atypical Virgo in Recovery ~ The Importance of Social Network Lists

Over the years, I’ve built some pretty large communities in social media, both for myself and for some clients. As those communities were built, my HAED (hyper-active-entrepreneurial-disorder) brain neglected a necessary task. Categorizing connections into lists and taking notes on their attributes (friends, careers, interests and relationships).

Now, today, I have a problem. It’s simply overwhelming to pay attention to key relationships, when their social networking is scattered amongst everyone’s activity. I miss stuff that I know is key and relevant, as a result.

Over the last couple months, I’ve been slowly recovering a better footing, making sure to list new folks and spending a bit of time going back and doing this with older connections. My favorite list is Met In Real Life; thanks to @RickBakas for that great suggestion.

I’ve developed broad categories mostly related to professions and interests. I look at connection’s profiles to determine where they fit.

What does putting people into lists allow me to do? How is it better for me? With lists, I can go to a category and catchup with what others are up too. It streamlines my “reading of the news” from others. For clients, it’s a great way to categorize current customers, potential customers and other areas of interest.

Are you using lists in your social networking? What works for you to manage all the incoming content?

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April 10, 2011

Get SMART NW – Social Media Advanced Relationship Training

Just launched and we’re wicked excited!

Get SMART NW was created to solve a problem – a lot of talk about social media, but no actual learning solutions. This program combines hands on learning, worksheet and tips to support your learning process. It’s a big world out there, but you don’t have to face it alone.

We understand that social media is a big ol’ complex world that changes every day. Our nine progressive classes help you learn, enjoy and succeed in social media.

It’s a big online world out there. You don’t have to face it alone. Get SMART NW pairs you with classmates at the same level of social media understanding to create a learning community. Affordable, easy and tailored to your needs.

 

Get SMART today!

We’re very excited to partner with Scene Marketing Group in offering this comprehensive and intensive social media training course.

 

February 10, 2011

A Mildly Dissatisfied Customer Service Experience #Custserv

Update – Hootsuite kindly responded in the comments.

Many of you know that I have co-hosted a weekly chat on Customer Service since late 2009. With over 77,000 tweets since April in this chat (#custserv), we’ve discussed much about best customer service practices across industries.

Early this week, I had an experience with Hootsuite, that left me disillusioned, mildly dissatisfied and a bit cynical about their Customer Service Department.

I’ve been using Hootsuite for over half a year, to manage both personal and client social media (one of the tools). I love it’s functionality, especially being able to group accounts/streams into tabs.

During the time I’ve been using Hootsuite, there have been several times a day where messages would not post to Facebook personal and fanpage accounts. I’ve dealt with it. I’ve known that they have an API issue with Facebook for months.

I’ve been a paying subscriber since they moved to a subscription format.

Beginning Sunday night, however, it all crashed. I kept getting session key errors and fails to post messages. I spent about eight hours between Sunday night and Tuesday researching their Help FAQ, user community blogs, etc., seeking an answer. Finally, fed up and frustrated, I reached out on Monday afternoon. They got back to me on Tuesday, mid-day. Here’s the exchange:

Jeffrey J Kingman
@hootsuite_help Are you guys having issues with Facebook again?
HootSuite Helpers
@jeffreyjkingman What is the issue you’re experiencing with your Facebook connections? ^DL
Jeffrey J Kingman
@HootSuite_Help complete fail on facebook connectivity, multiple fanpages and personal accts
Jeffrey J Kingman
@HootSuite_Help have already done help blog solutions many times.
HootSuite Helpers
@jeffreyjkingman Have you attempted testing in a new browser after clearing cookies and cache? ^DL
HootSuite Helpers 

@JeffreyJKingman Our operating hours are 9am-6pm PST. Tickets are answered in priority sequence. ^CT
HootSuite Helpers 

@jeffreyjkingman This is a known bug that Facebook has been working on:http://ow.ly/3TlFB ^DL
Jeffrey J Kingman 

@hootsuite_help Update #3 onhttp://ow.ly/3TIFB is dated Dec. 29. Any resolution in sight? #custserv
Jeffrey J Kingman 

@hootsuite_help With 1000s of paying users worldwide, would it make sense to pay $80,000/year for 24 hr help desk?#custserv
Jeffrey J Kingman 

@hootsuite_help Cleared cache/cookies. Tested on Chrome, Rockmelt and Firefox last night. #custserv
HootSuite Helpers 

@jeffreyjkingman It does continue to be a bug with Facebook’s API. We’re anxiously awaiting their solution on this. ^DL
Jeffrey J Kingman 

@hootsuite_help I’m frustrated/not angry. There is a disconnect between your marketing/what product can do.#custserv
Jeffrey J Kingman
@hootsuite_help Hootsuite Brand Promise http://ht.ly/3Tmsh // Product Disconnect http://ht.ly/3Tmut #custserv
Jeffrey J Kingman 

@hootsuite_help I love the product – when it works as promised. #custserv
HootSuite Helpers 

@jeffreyjkingman Please read the Support Captain’s Note on this issue, particularly the section on Facebook functionality http://ow.ly/3Tn4h
Jeffrey J Kingman
@hootsuite_help I have used Hootsuite/FB for months with spotty issue. It’s complete fail at this point.#custserv
Jeffrey J Kingman 

@hootsuite_help Yes, I’ve read that blogpost about a dozen times since November #custserv
HootSuite Helpers 

@jeffreyjkingman Good! Since November, we continue to document the issue. When the status changes, we’ll give everyone an update. ^CT
Jeffrey J Kingman 

@HootSuite_Help So in other words, I should stop depending on Hootsuite to manage Facebook accounts. #custserv

And that is it. No further interaction from Hootsuite.

Here are my points:

  • There’s a broken, or at least mildly unsustainable, brand promise issued by Hootsuite; that one will be able to manage postings across social networks, including Facebook, with ease and dependability. See this snapshot.
  • When a social media tech company has 1000s of paying customers spread around the world, having a help desk that only operates nine hours a day on Pacific time isn’t providing good customer service. What would that cost be? Hiring two reps, one for swing shift and the other for graveyard?
  • I had stated early in the conversation that this issue was repeating and that I had used all of their existing information over the previous months. They then referred me to a blogpost from November (which I’d already read and stated I’d read).
  • The end of the dialogue was weak. Simply congratulating a customer that they’ve done everything suggested, and leaving the customer frustrated – what? It doesn’t feel like good customer service practice.

My point in blogging this is a deep desire to better the practice of customer service across industries. I’m curious to hear what others think; if you would have handled it differently, if you think Hootsuite’s customer service was adequate or excellent (or abysmal) and any other opinions.

Meanwhile, to Hootsuite, I’m not satisfied. I’m not angry either. But the exchange and your Customer Service response felt trivialized; almost a brush off. I’ll keep using it and paying for it, but if another product appears with equal or better features, I’ll probably switch.

Jeffrey J Kingman, CEO, Chalkboarder

February 6, 2011

BF&T Beard House Dinner Update (Social Media)

Just a quick update looking at metrics from a two week Facebook Fanpage campaign for Berkshire Farm & Table’s push into social media over the last month.

The Facebook Fanpage for Berkshire Farm & Table was launched on January 23rd, 2011. As of this afternoon, this fanpage has had over 25,340 post views in under two weeks. Nice job on social media optimization, BF&T!

May 1, 2010

Facebook and what the new changes mean to the restaurant business

Facebook and what the new changes mean to the restaurant business. A podcast.

This week I was humbled and honored to participate in a podcast hosted by Paul Barron (@paulbarron), Publisher of Fast Casual Magazine. The other participants were:

Carri Bugbee (@CarriBugbee), Andrew Pascal (@ARKFoodie), and Nash Sherchan (@iRestaurant)

It was deep and enlightening to be a participant.

Jeffrey

From Paul Barron’s blog Social Coco:

What a great forum with some awesome people to discuss the recent changes at Facebook and how this may affect the restaurant business.

Joining us today: @iRestaurant @CarriBugbee @JeffreyJKingman @arkfoodie

Facebook released a variety of changes at the most recent F8 Conference.

From the Huffingtonpost:
“Having built one of the Web’s most popular hangouts, Facebook is trying to extend its reach through new tools called “social plug-ins.” These enable Facebook’s users to share their interests in such products as clothes, movies and music on other websites. For instance, you might hit a button on Levis.com indicating you like a certain style of jeans, and then recommend a movie on another site. That information about the jeans and the movie might be passed along to other people in your Facebook network, depending on your privacy settings.”

Listen in on some great ideas and commentary from experts in the restaurant industry speaking on the impact of Facebook.

March 10, 2010

Client Case Study: Coffee Fest

This past weekend Chalkboarder headed over to Meadowlands NJ to provide social media coverage of Coffee Fest’s first of three 2010 tradeshows. We were fortunate to meet some truly outstanding people within the specialty coffee and tea industry, from growers and suppliers, to roasters, coffee/tea shop owners and baristas. There seemed to be a fair number of folks attending who were planning to open a coffee/tea house.

Coffee Fest NYC Barista Competitor Megan's Signature Drink

Our mission at the Show was to journalize – to capture as much of the activity as we could to share with the friends of Coffee Fest and hopefully – that they would then share the high energy of Coffee Fest with their communities.

We’ve got some blogging to do – some retrospectives of the show. We were able to capture a large number of videos, create a Youtube Channel for Coffee Fest and engage a lot of the attendees and exhibitors through Twitter.

You can find all the videos over here at Coffee Fest Youtube, search the Twitter archives by using the hashtag #coffeefest, and stay tuned for the blog postings over here on Jeffrey Kingman’s Leaf & Berry Blog.

February 20, 2010

Small Biz Social Media

I’ve become really fascinated with how small independent businesses can take advantage of emergent social web tools. Much of my professional experience has been in the non-corporate world (except for Ritz Carlton, Hyatt, GTE Sprint, and some early career positions); independents generating less than $5 million in annual revenues.

The growth challenges posed to independents are, I believe, much more difficult than that for larger organizations. With larger organizations comes economies of scale. The independent organization manager has so many more hats to wear and not nearly the time or educational resources available.

How can these organizations take advantage of the new tools of the social web? The social web research firm Wetpaint/Altimeter found that organizations with total social media engagement were able to grow their businesses by 18%. It’s no secret that the social web offers organizations opportunities, but these players aren’t able to afford the market rate for social media strategists and community managers ($100/hour and $60/hour respectively).

**Please do not think you can conduct good social media by hiring a kid with a large Facebook account – that will FAIL miserably.

How does an independent restaurant, inn or coffee house effectively compete against the multi-units in social media? This question has been rattling around my brain for the past six months and I think there is a minimum of three answers:

Do It Yourself.  Doing it yourself offers the operator complete control. It also means significant time in learning effective strategies, tools and methods. In addition, it means significant time involvement in maintaining your social media activities (production, distribution, monitoring, engagement).

Outsource To A Large Firm. Outsourcing to a large firm can be attractive because of the automation offered in distribution, monitoring and analysis. In addition, you don’t have to invest time and money in learning effective strategies, tools and methods.  The disadvantage is that your organization will still have to do the content production and the engagement, requiring your time and attention.

Hire A Small Professional Creative Company. I posit that this is the best option for the independent small business. The creative company brings all the resources for production, distribution, monitoring and engagement – crafting and executing a sound and highly individualized strategy. Time requirement for the organization is minimal, requiring meeting in person or through technology for the creative professional to gather some raw content and give reports/feedback. It’s personal and accountable.

I’m going to forecast here that 2010 will be the year we’ll see an explosion of small creative social media providers catering to small business. Market rates will be reasonable, ball-parking in the $500 to $1000 per month range. With small business being the backbone of the American economy, I believe these social media providers will become the norm.

January 27, 2010

Brave New World

Illustration by Kathy Boake

A great article on how foodservice and hospitality operations can use social media, written for the Canadian hospitality industry by author Lesley Young for Foodservice World Magazine.

FH 01 10_BraveNewWorld

She quotes our CEO Jeffrey J Kingman in several places.

December 31, 2009

2010 Is About Meaningful Content

Written for and cross-posted on FohBoh.com. I’m one of ten front-page contributors to FohBoh – the largest social network for the restaurant industry with over 13,000 members.

There’s been tens of thousands of conversations this past year about social media:

  • what is it,
  • how do you quantify ROI,
  • how can you compare it to traditional marketing/advertising,
  • what is the role of traditional PR/Marketing/Ad agencies with it,
  • how do you use it, and,
  • what is the most effective strategy?

Have you figured it all out?

I haven’t – social media is extremely dynamic, fluid and changing all the time. I read the leading social media theorists (Mashable.com, Paul Barron, Amanda Hite, Chris Brogan and numerous others) constantly; every day. While I’m not an expert and never want to be called a guru, I am most definitely a proponent, a social media evangelist and power user, both for my business and on behalf of some of my clients.

There’s been a number of pronouncements in the past few weeks – predictions – of what 2010 will bring for marketing, public relations, advertising and social media. I’m here on the last day of 2009 to share my distillation of these predictions with you.

The End of Traditional Marketing & Advertising (Static Announcements)

Let’s face it – have the marketing/advertising/PR strategies of the last forty years worked for you over the last two years?

  • Is running a newspaper ad every week with a coupon really working for you?
  • Is running a thirty second radio ad like a used car salesman begging people to “come on down” really working for you?
  • Is the static “brochure” of a website really working for you?
  • Is getting listed on the restaurant page of the newspaper working for you?
  • Are the menu pages in the Yellow Book working for you?
  • Is your direct email campaign really working?
  • How results-satisfied are you with text messaging the special on hot wings and draft beer?
  • Did placing an ad in the State Visitors Guide really work for you?
  • Did making that 60 second video ad for the local cable network really pay off?
  • Are static messages (think: flyers/coupons/etc) on Facebook and Twitter working for you?
  • [for the major multiunits] Did that 30 or 60 second major network ad really build relationships in your local communities?

I could go on. It seems there’s countless means to market and advertise a static announcement to the public. Is it really working for you?

2010 Equals Content

Your customers want to believe you are in community with them – for their needs, desires and wishes. Are the traditional strategies listed above really demonstrating how much you value your customer?

So how can you communicate with your customer dynamically, meeting their needs and desires?

  • Listen to them
  • Comment on their messages – sincerely
  • Let them produce content toward you
  • Don’t get defensive
  • Keep the mantra simple: It’s Not About You : It’s About Your Customer

Paul Barron and I had a conversation last week about the landscape of marketing, advertising and the social web. In an excellent post titled “Real Time Search could impact restaurants – big time!” on his blog Social Coco, Paul states “The point is that real-time is consuming the web in terms of new content that was not there just a few short years ago. This new content will impact restaurants in a big way as consumers not brands post videos, blogs, tweets, wall posts and podcasts more about their restaurant experience. And guess what all this will come up in: real-time search!”

John Jantz, in an article titled “Small Businesses Will Simply Become More Naturally Social” (cross-posted on Social Media Today and Duck Tape Marketing), states: “Social media activity and behavior can help facilitate communication and connection with your entire collaboration universe: prospects, customers, suppliers, partners, and employees and as such should be freed from the limited thinking.”

Free Stuff

We all like free stuff in this industry – free samples from the sales rep, free food and goodies from the tradeshows, etc. The old saying “free is a very good price” is part of our weekly vernacular. How many of you like free positive publicity?

Why not encourage your customers to share their life-stories with you through social media? Maybe a customer’s son or daughter videotaped the parents wedding anniversary dinner at your place. Perhaps a kid on the local baseball team is a regular customer – ask him for an interview that you can share. Take a couple pictures of your favorite businesspeople around town – share them through social media:

“My friend Joe at Zeke’s Auto knows more about foreign cars than anyone else I know. (picture link on web of Joe)”

What I’m suggesting is to use your marketing/advertising efforts to build community instead of standing on the street corner bull-horning the nightly special.

The 24 to 48 Hour News Cycle

I’m not saying never talk about your business – I’m saying make the community needs of your customers take priority in your marketing/advertising. I’m saying that even large multi-units can do this – by being meaningfully engaged in local community through social media.

You have the opportunity to create a localized 24 to 48 hour news channel that benefits and build community. And when you talk mostly about others, when you put others first, when you give to the community – it will reward you.

People will respond – and they will love the occasional story from your crew! You – as restaurant owner, as chef or line cook, as general manager, bartender or waiter, hostess or dishwasher – have the opportunity; the right even… or perhaps responsibility, to connect community together – just as much as the minister, town council member or fireman.

Tell your community’s stories first through your messages and your stories last. People will notice. Make your message revolve around your customers, not you.

Blogpost Fluff: Top 2009 Facebook Statistics

Facebook currently boasts over 350 million users

50 percent of Facebook users log on in any given day

Each day, 35 million users update their status

55 million status updates are posted each day

2.5 billion photos are uploaded to the site each month

3.5 million events are created each month

There are more than 1.6 million active Pages on Facebook

Over 700,000 local businesses maintain active Pages on Facebook

Users

The average user has 130 friends on the site

On average, users spend more than 55 minutes per day on Facebook

The Like button is used on 9 pieces of content on average each month

25 comments are written by users on Facebook content each month

Most users are member of at least 12 groups

International

About 70% of Facebook users are outside the United States

Over 300,000 users helped translate the site through the translations application

December 24, 2009

#custserv 01 :: Comment Cards

#custserv 01 :: Comment Cards

This is a transcript from The Customer Service Dialogue on Twitter: Tuesdays at 9pm EST on hashtag #custserv. This transcript is from 12/22 and the topic was Comment Cards. ~ Jeffrey

Co-hosted by Marsha Collier and Jeffrey J Kingman

The Customer Service dialogue on Twitter. Weekly at 9 pm Eastern; follow #custserv

#custserv is a weekly dialogue covering different aspects of the customer service experience, both on and off-line.

12/22 :: Transcript :: Comment Cards
Tonight’s topic is the use of comment cards in service businesses; do comment cards work?

:::::::::::::::::::::::::::

JeffreyJKingman Co-hosting a dialogue on customer service (Twitter: follow
#custserv) w/Marsha Collier, Amazon.com’s best-sell author of eBay for Dummies

JeffreyJKingman In 15 minutes the dialogue on comment cards begins. Follow
#custserv to discuss your feelings on Customer Service w/co-host
@MarshaCollier

gypsytrading Hmm.. like this? #Custserv

gypsytrading @JeffreyJKingman I think I am lost.. not sure I get how this
works.. #Custserv

JeffreyJKingman @gypsytrading perfect! #custserv

JeffreyJKingman Another Lurker in #custserv (cc: @socialsonya,
@gypsytrading) – :)))

JeffreyJKingman Just a warning to all you lurkers in #custserv tonight:
Immagonnacallyouout, but then take the mic back 😉

gypsytrading @JeffreyJKingman so is this about the restaurant cards>? or any
customer service? #Custserv

JeffreyJKingman It’s about comment cards (on and off-line) in any industry.
#custserv cc:@gypsytrading #custserv

JeffreyJKingman Four minutes and counting. Tonight’s Customer Service topic:
Comment Cards #custserv

gypsytrading @JeffreyJKingman got it.. #Custserv

JeffreyJKingman Again, an apology to all my followers: co-hosting w/bestselling
author of eBay for Dummies a twitter chat on customer service #custserv

gypsytrading @JeffreyJKingman why are you apologizing? #Custserv

JeffreyJKingman Ok – let’s see if @MarshaCollier is with us.. Marsha – you here?
#custserv

MarshaCollier @JeffreyJKingman Here I am! Let’s get #custserv started!

wrw_usa RT @JeffreyJKingman: Four minutes and counting. Tonight’s Customer
Service topic: Comment Cards #custserv

scuffersteakvt Am I on time for the comment card chat? #custserv

JeffreyJKingman @gypsytrading for the quantity of tweeting I will be doing in the
next hour plus 🙂 #custserv

JeffreyJKingman Good evening everyone! Thank you for joining us tonight on
#custserv. Marsha, can you intro yourself to the folks? #custserv

ChefMaxient RT @ScanMonkeys: Would you rather have 100 customers who buy
once or 1 customer who buys 100 times? >> 1 customer buys 100 times!
#custserv

gypsytrading @JeffreyJKingman ahh.. no worries. 😛 good topic.. #Custserv

JeffreyJKingman @scuffersteakvt Yeay! You made it! #custserv

waitersworld #custserv Paul Paz of WaitersWorld onboard for this event… I think!
🙂

MarshaCollier @ChefMaxient Good point, that answer should be written in granit.
Thank you #custserv

waitersworld #custserv do we have a preset of quesitons to begin with?

JeffreyJKingman @waitersworld Hi Paul, Welcome to the Customer Service
dialoge! #custserv

socialsonya RT @JeffreyJKingman: Another Lurker in #custserv (cc:
@socialsonya, @gypsytrading) – :))) <– not lurking so much 😀

scuffersteakvt Never actually been in at start of a Twitter chat before – what’s
protocol? #custserv

JeffreyJKingman @MarshaCollier Can you introduce yourself Marsha? #custserv

MarshaCollier @JeffreyJKingman Oh, heck, I’m an author, radio host and
working on a new business book for Wiley on Customer Service (a fan of
#custserv)

gypsytrading @2woofers nah.. back and forth.. come over to twitterchat.com and
type in #custserv.. join, good conversation

MarshaCollier (check my Twitter bio) #custserv

JeffreyJKingman I will intro Marsha and myself, then ask peeps to intro
themselves, then have generalized questions for you all #custserv

JeffreyJKingman Marsha is the best=selling author (Amazon.com) of eBay for
Dummies with over 1 million copies sold, as well #custserv

MarshaCollier @scuffersteakvt Jeff will ask questions, and we throw out answers
in the form of a discussion.. #custserv

gypsytrading @JeffreyJKingman Shh.. I am not talking, just listening. :))
#Custserv

wrw_usa @scuffersteakvt play nice? #custserv

JeffreyJKingman I’m Jeff, former Exec Chef 9X across the US; CEO/Founder of
Chalkboarder.com #custserv

mommysbazaar @gypsytrading I am there also but back and forth #custserv

MarshaCollier @gypsytrading Thank you – twitterchat.com is an excellent way to
follow along #custserv

JeffreyJKingman People – feel free to intro yourselves if you like :))) #custserv

gypsytrading @mommysbazaar good.. wanted to listen in #Custserv

socialsonya RT @gypsytrading: @JeffreyJKingman Shh.. I am not talking, just
listening. :)) #Custserv <– Me too @gypsytrading 😀

JeffreyJKingman Tonight’s topic (part of a now-weekly customer service
discussion) is on Comment Cards; in any industry #custserv

gypsytrading @MarshaCollier welcome, all new to me.. so I will just sit in corner
and be quiet. 🙂 #Custserv

JeffreyJKingman Q1: As a consumer, do you believe paper comment cards are
worth it to fill out? #custserv

wrw_usa @JeffreyJKingman Owner operator of Wedding Ring Workshop USA
#custserv

gypsytrading can anyone answer? #Custserv

JeffreyJKingman Anyone can jump right in and please do :)))) #custserv

gypsytrading @JeffreyJKingman I think it depends on the questions on the card,
if they are not well thought out, then no #Custserv

MarshaCollier Q1 Sometimes yes, sometimes no, If I feel strongly about service
one way or the other – I always fill out #custserv

waitersworld #custserv Customers in general are familiar with the written
comment card service but not as willing to participate

iTweetMeat Q1 Not really. I think they’re seldom read (or action’s taken), and I
really only fill them out when I’m really fired up #custserv

JeffreyJKingman @wrw_usa Welcome to our little chat on customer service!
#custserv

gypsytrading @iTweetMeat That happens to, I have seen alot, but again I think it
depends #Custserv

MarshaCollier Q1: That’s what I mean. AN emotional response on the service
makes one fill them out @iTweetMeat #custserv

wrw_usa @JeffreyJKingman Q1 absent other feedback yes; tho seem quite
archaic in web2.0 world #custserv

scuffersteakvt Q1 Yes if I have very good/bad exp., or expect some love back in
some form – coupons, bday, etc. But only if I care about bus. #custserv

wrw_usa @JeffreyJKingman TY a first timer #custserv

waitersworld #custserv I agree with ItMeat

JeffreyJKingman Q1 (followup) so there is a perception of ?? by the consumer?
#custserv

waitersworld #custserv “Emotional response” is certainly a motivator

MarshaCollier Q1: Filled one out at Chateau Marmont about abysmal service, they
stopped me as I was leaving & offered drinks in the bar. Nice. #custserv

gypsytrading @JeffreyJKingman whats important, where we are, what the
product is.. ect #Custserv

gypsytrading @MarshaCollier lol..well that works. 😛 #Custserv

JeffreyJKingman Q2: As a consumer, have you ever wanted to fill comment card
out, but felt it would not be read? #custserv

MarshaCollier Q1: I think the perception – especially when there is a follow up, is
that the establishment cares #custserv

iTweetMeat Q1 If at restaurant, I tend to reflect impression of svc with tip I
do/don’t leave, if attributable 2 server (vs comment card) #custserv

MarshaCollier Q2: Absolutely, especially in mail order, but also in some
restaurants. If they act like they don’t care – why bother? #custserv

JeffreyJKingman LOL It just struck me that this sounds like a comment card
format for the questions (self-critique) #custserv

iTweetMeat @MarshaCollier re: follow-up, more to do w/ management?
#custserv

gypsytrading @iTweetMeat I think that applies anywhere, in any business.
Success shows. #Custserv

MarshaCollier Q2: Yes, a lot of the responsibility is in the server’s hands and their
attitude #custserv

gypsytrading @MarshaCollier and if they don’t care, I don’t go back #Custserv

waitersworld #custserv Q2 Yes… but rather than waste my time I just don’t
come back

scuffersteakvt Q2 – Yes. And am always surprised when there is actual follow-up.
#custserv

iTweetMeat Everyone supply their comment (card) to Jeff afterwards 😀
#custserv

MarshaCollier As a business owner, responding and following up is very important,
otherwise why bother #custserv @gypsytrading

scuffersteakvt Q2 @marshacollier I think it’s still true that service is #1 reason
people do/don’t return. #custserv

gypsytrading @iTweetMeat lol #Custserv

iTweetMeat Q2 Many times. More frustrating when they’re out of comment cards
(that sends mixed msgs, tho) #custserv

wrw_usa @JeffreyJKingman Q2 always; rarely if ever complete #custserv

JeffreyJKingman Toward Q2 – I never fill them out. I don’t trust paper comment
cards. #custserv

JeffreyJKingman Q2: @iTweetMeat I agree – if you know they have the cards,
and you don’t get one #fail #custserv

MarshaCollier Q2: Crappy food can also be a factor @scuffersteakvt #custserv

gypsytrading @MarshaCollier I agree, but shows in success, if your running a
business well, getting tips, feedback, all that, shows.. #Custserv

MarshaCollier Q2: Yes! Important – perhaps draw attention to the comment card
when it’s given to the customer? #custserv

JeffreyJKingman Bonus Question Q2-A: Are you hesitant to provide your
email/contact info on comment cards (security)? #custserv

MarshaCollier Q2: Give me a customer card on a little plate w candy #custserv

gypsytrading @MarshaCollier That would work. #Custserv

iTweetMeat Q2-A I suppose, yes. I want to be anonymous (esp if the comment is
negative) #custserv

MarshaCollier Q2-A: To seriously fill out a comment card, you need to be willing to
get involved, so I always give info (Google voice #) #custserv

scuffersteakvt Q2 Bonus @jeffreyjkingman – Do you mean as person filling out
or business who creates card? #custserv

JeffreyJKingman Q2 Marsha, that would show they give the system a priority, no?
(on plate w/candy) #custserv

waitersworld #custserv As a waiter I have always provided a comment card to
every table with the invitation, “Here’s your chance to get even!”

gypsytrading @MarshaCollier This is common business sense, if you know your
business and customers, don’t need card #Custserv

MarshaCollier RT @gypsytrading: if you’r running a business well, getting tips,
feedback, all that, shows.. #Custserv #custserv

JeffreyJKingman @scuffersteakvt Meaning as a consumer do you put your
email/phone, etc on comment cards? #custserv

wrw_usa LOL RT .@waitersworld: #custserv As a waiter always provided a
comment card to every table w the invitation, Here’s your chance to get even!

MarshaCollier Q2: Making customer comments (e.g. #custserv ) a priority is of
utmost importance in my book #custserv

gypsytrading @MarshaCollier ty~ 😛 #Custserv

MarshaCollier @waitersworld Get even? maybe not. #custserv

scuffersteakvt Q2 Bonus: Yes, willing to put phone/email – if I want/expect to hear
back or get something. #custserv

JeffreyJKingman @waitersworld somehow I doubt w/your waiter experience you
actually made that statement (get even).. :)) #custserv

wrw_usa @gypsytrading precious little ‘common sense’ in service businesses;
we’re Americans and don’t serve well! #Custserv

gypsytrading @MarshaCollier yeah. not get even.. they spit on food..lol..
#Custserv

waitersworld #custserv I thiik customers are reluctant to fill out comments cards
as they don’t care for any confrontations. They came in to have fun not

JeffreyJKingman Q3: Do you ever use social media to submit comments to a
business? #custserv

MarshaCollier @gypsytrading I worry about the spitting on food myself
sometimes. #custserv

waitersworld #custserv They come in to have fun not argue with the house

gypsytrading @wrw_usa lol..maybe I am not American then,(did say that?) but
agreed, some people should not be in service industry #Custserv

MarshaCollier @wrw_usa Common sense has been pretty lost these days. Part of
the purpose of this chat is hopefully to bring some back #custserv

gypsytrading @JeffreyJKingman q3 I did this morning on twitter @Wachovia!
#Custserv

wrw_usa @JeffreyJKingman Q3 yes, makes it so much easier. #custserv

waitersworld #custserv “Get even”… It’s like good joke… it’s all in the delivery!
🙂

scuffersteakvt Q3 Yes, but often not publicly. Small town, small business
community. #custserv

MarshaCollier Exactly. In any service establishment, making a fun experience for
the customer should be on par with Quality. (i.e. Apple Stores) #custserv

JeffreyJKingman Q4: Have you ever received a response from a comment card
you filled out? #custserv

mommysbazaar @MarshaCollier part of the problem is common sense is pretty
subjective, what makes sense to me my not make sense to others #Custserv

JeffreyJKingman Very interesting. RT @scuffersteakvt: Q3 Yes, but often not
publicly. Small town, small business community. #custserv

iTweetMeat Q3 Depends on the account(s) I’m using! #custserv

JeffreyJKingman I never spit on the food! RT @MarshaCollier: @gypsytrading I
worry about the spitting on food myself sometimes. #custserv

waitersworld #custserv “some people should not be in service industry” that’s a
continuing problem as service is the #1 complaint for many many years!

iTweetMeat Q4 I’ve been called one time #custserv

gypsytrading @JeffreyJKingman lol… good to know. 🙂 #Custserv

MarshaCollier Q3 Complained about FedEx on Twitter, they emailed me an address
But after previously being on phone for an hour, It was worthless #custserv

iTweetMeat Q3 Anyway, yes, I’ve used SM to direct comments to a business
#custserv

wrw_usa @MarshaCollier a very worthwhile intention. #custserv

gypsytrading @mommysbazaar that;s true.. also.RE common sense #Custserv

JeffreyJKingman Q5 Do you trust that cards provide companies with valuable
feedback? #custserv

MarshaCollier @gypsytrading What happeend w Wachovia? #custserv

mommysbazaar Q3 I will for something positive but not a negative #Custserv

connectingwomen @MarshaCollier what is #custserv? is it still going on?

MarshaCollier @waitersworld Agreed, service & sales careers are just that.
CAREERS for those who enjoy dealing with people #custserv

MarshaCollier @mommysbazaar I believe there is some level of commonality to
all people, no? #custserv

gypsytrading @MarshaCollier twittered for GuruOfSales he had problem with
accounts, and #Custserv #fail.. he changed banks #Custserv

MarshaCollier @connectingwomen yes, please join in. This is a weekly discussion
about customer service. Just hash #custserv

mommysbazaar when that mess with Tdbank not crediting deposits happened it
was all over twitter but to me the venom was counterproductive #Custserv

connectingwomen @MarshaCollier Great! how long does this going on?
#custserv

waitersworld #custserv Q5 Yes comments from customers in any form are
impportant

MarshaCollier Q5: Giving valuable feedback is up to the customer. Saying that your
service or merchandise sucks isn;t enough #custserv

scuffersteakvt Q5 Big question. No. #custserv

JeffreyJKingman Q6 Ever felt frustrated that you filled out a card and got no
response? #custserv

iTweetMeat Q5 Provided someone doesn’t go through the cards first, yes, they
may offer valuable feedback. Does employee card sorting happen? #custserv

gypsytrading @mommysbazaar I think when it is blown up, like that, I agree,
counter productive, but letting them know your unhappy is not #Custserv

MarshaCollier @mommysbazaar Good point. When you are angry, venom is
counterproductive. “you attract more flies w honey” #custserv

scuffersteakvt Q6 Yes! #custserv

waitersworld #custserv From my od mentor, Bob Farrell, “Service IS Sales!”

JeffreyJKingman @iTweetMeat Q5 Yes to a small degree. If card is collected by
server who gave bad service (spitballs) #custserv

wrw_usa @JeffreyJKingman spit + food = a bad visual! #custserv

MarshaCollier Q5: Shouldn’t customer service cards be given to a specific person
as they are collected? Otherwise, it’s too random #custserv

scuffersteakvt @mommysbazaar Have you read Dooce’s experience with her
washer? Interesting & instructive. #custserv

JeffreyJKingman RT @scuffersteakvt: Q6 Yes! Can you expand w/example?
#custserv

MarshaCollier Worth repeating! RT @waitersworld #custserv From my old
mentor, Bob Farrell, “Service IS Sales!”

JeffreyJKingman @scuffersteakvt Can you get us a link to Dooce’s experience?
#custserv

gypsytrading @MarshaCollier Q5 yes, If that is the business practice, then should
go to senior management #Custserv

wordsdonewrite @MarshaCollier I just wrote a blog post about customer service,
so I’m enjoying your tweets! http://tinyurl.com/y9fkqlm #custserv

MarshaCollier RT @wrw_usa @JeffreyJKingman spit + food = a bad visual!
#custserv

waitersworld #custserv @ITweetMeat Yes employees do intercept comment
cards to glean any complaints on service. That skews the info to mgmt

hianthony My dad always said “you attract more (bees) w honey” … and it works.
Recent #custserv experience with Apple, kindless paid.

mommysbazaar @MarshaCollier agreed theres some level of commonality but
customer service expectations R also based on personality & experience #Custserv

JeffreyJKingman Q7 As a consumer – how would you prefer a business receive
your positive/negative comments? #custserv

MarshaCollier Q5: Or go to a designated #custserv employee

scuffersteakvt @waitersworld #custserv So right! Front line staff = sales force.
Good businesses empower and respect.

waitersworld #custserv “Spit in food” Ok… you guys saw the moving WAITING.
Yes it does happen but it is certainly in the minority.

gypsytrading @JeffreyJKingman Q7 by repeat business #Custserv

MarshaCollier @scuffersteakvt Please tell us about Dooce’s experience
#custserv

iTweetMeat @MarshaCollier I read “designated #custserv employee” and
immediately thought of airlines #custserv

wrw_usa @JeffreyJKingman F2F, via web or social media, comment cards in very
last order #custserv

MarshaCollier True that. Respect. Absolutely. Customer service is about respecting
your employees AND your customers #custserv

mommysbazaar @JeffreyJKingman Q7 my pediatricians office sends surveys to
the house I actually like that as a why to express + and – of care #Custserv

MarshaCollier @hianthony Tee hee, your dad & I think alike! #honey #custserv

hianthony iMac rebate never arrived. Meanwhile, new model was released. Apple
issued refund of unopened Mac & coupon toward new one. #custserv

scuffersteakvt #custserv Dooce had terrible problem w/ washing machine, new
baby, became desperate. Top mommyblogger & couldn’t get call answered …

MarshaCollier @waitersworld Interesting point. I guess initially, it’s in the
employees hand to pass the card on #custserv

youthsportsmark Totally Agree RT @MarshaCollier Worth repeating! RT @waitersworld #custserv From my old mentor, Bob Farrell, “Service IS Sales!”

JeffreyJKingman RT @wrw_usa: @JeffreyJKingman F2F, via web or social
media, comment cards in very last order :: I like that! #custserv

MarshaCollier @waitersworld Never ming the movie Waiting – how about Fight
Club. ICK #custserv

MarshaCollier @youthsportsmark Welcome to #custserv

JeffreyJKingman Q8 As a business: what % of your total customers return
comments (via cards or other means)? #custserv

gypsytrading @MarshaCollier gotta run, this going on next week? thank you for
having me.. interesting #Custserv

MarshaCollier @scuffersteakvt and? #custserv

scuffersteakvt #custserv … began Tweeting in frustration, venting, much venom.
At first told no repair was available for 6 wks, but somehow her 1M …

MarshaCollier Had a similar experience with Palm on my new Pre @hianthony – it
was replaced without question #custserv

gypsytrading @JeffreyJKingman Thank you for invite.. gotta run, have a great
evening~ Merry Christmas if I don’t see you~ #Custserv

wrw_usa @JeffreyJKingman dinner time; thanks for hosting chat! #custserv

gypsytrading @MarshaCollier Merry Christmas if I don’t see you~ #Custserv

scuffersteakvt #custserv … 1M followers reading her bad exp. resulted in phone
call with VP, parts shipped overnight, AND washer given to local shelter.

JeffreyJKingman We have four more questions on Customer Service topic of
comment cards for tonight. #custserv

MarshaCollier RT @iTweetMeat I read “designated #custserv employee” and
immediately thought of airlines

JeffreyJKingman @gypsytrading Merry Christmas! #custserv

JeffreyJKingman @wrw_usa Merry Christmas! #custserv

MarshaCollier @gypsytrading We hope that #custserv will be a weekly chat.
Thanks for contributing

wrw_usa @JeffreyJKingman one last thought; if biz is NOT monitoring brand
convo on Twitter; they ain’t doin; it right! #custserv

MarshaCollier @scuffersteakvt But not everyone had 1M followers. every
customer should be respected #custserv

MarshaCollier RT @wrw_usa If biz is NOT monitoring brand convo on Twitter;
they ain’t doin; it right! #custserv

JeffreyJKingman Q9 As a business, is your comment/feedback system providing
ROI? #custserv

MarshaCollier @JeffreyJKingman Wish we had the answer to #8! #custserv

JeffreyJKingman Intriguing! RT @MarshaCollier: @JeffreyJKingman Wish we
had the answer to #8! #custserv

MarshaCollier RT @groby as a customer, I’m only willing to give feedback to
businesses that actually care and try to improve #custserv

MarshaCollier @2woofers Just do a search on #custserv and hashmark your
comments the same

mommysbazaar @2woofers the hash tag is #custserv

iTweetMeat Q8 In our small shop, about 50%. And it’s all F2F. #custserv

MarshaCollier @gypsytrading Every Tuesday 9p EST #custserv

scuffersteakvt @marshacollier Exactly! But shows that that can be what it takes
to get business to respond to complaints. #custserv

JeffreyJKingman Does anyone have a method for calculating the return of
comments vs total customers that is effective? #custserv

hianthony @MarshaCollier That’s good to know about Palm’s #custserv. Have
heard that they “get it” on product development side too.

waitersworld #custserv running tally of guest counts fromPOS matched against #
of Ccards

MarshaCollier @hianthony Interesting that Sprint has improved their #custserv
immensely too. It’s why I’m writing my book. Respecting customer = sales

JeffreyJKingman Folks – our last question tonight: What topics would you like to
see in weekly #custserv? #custserv

connectingwomen RT @MarshaCollier @gypsytrading Custserv Every Tuesday
9p EST #custserv

MarshaCollier RT @JeffreyJKingman What topics would you like to see in weekly
#custserv? –

mommysbazaar @MarshaCollier I think that is one of the big things I notice in
online selling, many sellers do not respect their customer based #Custserv

SkagitIMS RT @MarshaCollier: RT @groby as a customer, I’m only willing to give
feedback to businesses that actually care and try to improve #custserv

waitersworld #custserv What are the top 5 Facebook Page applications and how
are they used for business?

MarshaCollier RT @waitersworld #custserv running tally of guest counts
fromPOS matched against # of Ccards

scuffersteakvt #custserv Interested in discussion re: right ways to get customer
feedback. (Or does manner matter as much as follow-up?)

MarshaCollier @SkagitIMS Wish you’d found us earlier, winding down now. Pls
join us again next week at 9p EST w hash #custserv

JeffreyJKingman @MarshaCollier # of books shipped vs # comments received?
#custserv

MarshaCollier @scuffersteakvt Personally, I think the follow up is the key.
Perhaps that could be the topic @jeffreyjkingman #custserv

waitersworld #custserv WaitersWorld off line. Merry Christmas & Happy New
Year!

MarshaCollier @waitersworld oooo – I like that (also currently writing twitter &
Facebook For Seniors) #custserv

JeffreyJKingman Cust Service Tidbit: UrbanSpoon gives more than double weight
to a negative comment for restaurant reviews #custserv

iTweetMeat @JeffreyJKingman I’d like to know strategies to educate those
providing the #custserv, i.e. servers knowing more about the menu #custserv

JeffreyJKingman @MarshaCollier Should we make Customer Service FollowUp
the topic next week? #custserv

mommysbazaar on comments I find on forums and things like that #Custserv

MarshaCollier @JeffreyJKingman Problematic. My publisher & their website get
most of that. Perhaps I could get a rep 2 join chat cc @jennylwebb #custserv

MarshaCollier RT @iTweetMeat @JeffreyJKingman I’d like to know strategies to
educate those providing the #custserv, i.e. servers knowing more about menu

MarshaCollier @JeffreyJKingman Let’s work that out. Thank you everyone for
participating in the first ever #custserv chat. Hope to see you next week!

hianthony @MarshaCollier Respect equaling sales is the right formula. Many folks
willing to pay more, knowing positive #custserv awaits.

JeffreyJKingman Marsha and I will follow everyone who participated tonight if you
want to DM later (give us a little time to do follows, please) #custserv

MarshaCollier @mommysbazaar Thank you. I hope we’ll see you next week. This
was interesting #custserv

MarshaCollier True! RT @hianthony Respect equaling sales is the right formula.
Many folks willing to pay more, knowing positive #custserv awaits.

JeffreyJKingman I hope everyone got a little something from tonight and want to
give huge thanks for playing our first #custserv sandbox 🙂 #custserv

mommysbazaar @MarshaCollier yes it was, sorry I missed the beginning of it
#Custserv

MarshaCollier @hianthony RESPECT is the theme of my upcoming #custserv
book for WIley. Funny you should say that.

JeffreyJKingman The entire dialogue is available for your use later by searching the
hashtag #custserv. #custserv

JeffreyJKingman I’ll make sure there is a permanent and full transcript available
later and will post the url to #custserv tomorrow morning. #custserv

ebayinkblog Bummed I missed the #custserv discussion. @MarshaCollier I’ll try
and join in next week.

JeffreyJKingman Thanks so much for joining @MarshaCollier and I tonight for discussion of Customer Service: Comment Cards! #custserv

scuffersteakvt Thanks @marshacollier & @jeffreyjkingman! #custserv

JeffreyJKingman @scuffersteakvt Thank you! #custserv

mommysbazaar @MarshaCollier ,@JeffreyJKingman – thanks so much it was
an interesting conversation #Custserv

mommysbazaar @ebayinkblog glad to see you are you on the mend? #Custserv

hianthony @MarshaCollier Good luck with the #custserv book! Look forward to
reading it. When is it due out?
JeffreyJKingman #custserv comment cards must be filled out in triplicate and
mailed by certified mail (please include only good comments) #snark #custserv

JeffreyJKingman Allright ya’ll Thank you so much for being in here with us… Merry
Christmas!! 🙂 #custserv

MarshaCollier @hianthony I’m writing it now. If you have any interesting tidbits to
add, PLS let me know. Hope to see you back in #custserv next week

hianthony @MarshaCollier Will do. It’s my first time seeing #custserv. Is it
9pm-10pm ET on Tues?

JeffreyJKingman @hianthony #custserv is weekly Tuesdays at 9pm Eastern.
Hope you enjoyed!

hianthony Good $ebay #custserv story: RT @BW EBay’s Last-Minute Delivery
Push http://bit.ly/925qlO

MarshaCollier Yes, please join us again, was a great chat. RT @hianthony It’s my first time seeing #custserv. Is it 9pm-10pm ET on Tues?