Being a blogger and social
media stalker, I like visiting Facebook pages and looking at various
activities from different companies and brands. Naturally, as a person, if
there are contests being held, I have the tendency to join in contests and
giveaways in the hopes of trying out new products that I otherwise cannot
afford to purchase because like most people, I am on a budget.
For the month of August, I participated in two contests both
held by beauty companies in Facebook and won. But the difference is that
Company A gave no response to the inquiries and options I suggested in claiming
my prizes. I even went as far as messaging their Facebook page account, and
also their company email explaining that I could not claim the prize in their
head office because I am from the province. This was disappointing since a
friend of mine also won and both of us were willing to shoulder the shipping
expense. Still, after a week of waiting,
nothing. There was no reply to my two messages in FB, and still no reply to the
email I sent to their site and company email.
On the other hand, Company B was truly accommodating. I even
had a late night chat with the Facebook representative and received specific
instructions on how I could claim my prize which will be coming all the way
from their head office to a branch nearest me. Now with this positive handling
of Company B, it made me feel that this is a company that will be greatly
patronized by me in the long-term not just because of their products or their
marketing gimmicks but because they respond
to inquiries and make it a point to arrive at solutions to make things better for
the customer.
It was quite sad at how Company A handled concerns because I
am a regular user of their products. At least I had an outlet to share my
thoughts-which is here in Raisie Speaks. But I am not a solo winner who helped
spread the word about the goodness of their company, there are still so many
more out there who were dismayed. Sure, it is just a few products but I was
looking forward to trying them out and helping talk about the effects and
benefits on someone who had the same skin type as me. But I believe that not
responding to my inquiry was a choice and I think that they have the option to
reach out to their customers in the same manner as how they promoted their
activities and gimmicks online. This made me think now that I am not the only
disappointed person expressing grievances, there were still so many more. So I
think it really cannot be helped. I also understand that social media presence
is a way for their brand to be established and it supports their marketing, but
will beauty companies be receiving positive marketing and feedback if they
neglected not just one or two customers but a hundred?
On the other hand, they are missing out on a positive
relationship that could have blossomed between them and a loyal customer
because word of mouth and other feedback is bound to spread. But then again, it
is a choice.
Onto the other side of the coin, Company B took careful note
of their customers’ profiles and even asked questions as to providing feedback
for their products and services. Now this is an example of satisfactory customer
service. I feel that I can trust this company and do more business with them in
the long term.
Building relationships should be a priority among beauty
companies because it:
- Is a reflection of their brand
- Gives a sense of trust to the customers
- Can lead to long-term business between both parties
- Can develop into promotions of other forms
I am sure there are others out there who feel the same way.
But I have already learned to deal with it though. I am moving on.
By the way, Company B’s real brand name is HBC. =)
