15
I finally listened to a customer who said our apology posts all sound the same
Last month a guy commented on our Instagram after we messed up an order. He said our apology was copy-paste, like we didn't even read his complaint. I talked to him on the phone for 20 minutes. He told me every brand uses the same 'we're sorry, we'll do better' line and it means nothing. Said he'd respect us more if we just named what we screwed up and how we'd fix it specific to him. We rewrote our whole response template after that. Has anyone else had a customer call you out and it actually made you change your whole approach?
2 comments
Log in to join the discussion
Log In2 Comments
caleb2623d ago
Read a piece the other day where a marketing guy said most apology posts are just "sorry sandwiches" - breading on both sides with no real meat in the middle. Sounds like that customer did you a REAL favor by pointing out the empty calories. Actually naming the mess-up and the fix is way more honest than some generic "we value your feedback" line.
9