I bought a blender a few months ago. An Oster bar blender. I paid $39.99 at Target. My old Cuisinart blender gave up the ghost and a couple days later I was hustling through Target when I saw a big display of these blenders, so I picked up my new blender. And barely two months later, the plastic base had worn out. So I got on their Facebook page, sent Oster a close-up photo and a description of the damage, then assumed that would be the end of it. After all, this was a $40.00 blender and I’ve had plenty of disappointments when dealing with the social media accounts of large corporations. Trek bicycles, for instance, is great at telling the world that there’s a handful of men that get paid to travel the world and race on Trek bicycles, yet they’re lousy at the rest of their social media.
About three hours later I received a reply from Oster. Then a phone call from a very courteous gentleman. After discussing the issue, Oster decided to send me a new blender.
“Um, all I really need is a new plastic collar.”
“Well, we’d like the whole thing back so we can see if there’s any manufacturing adjustment we need to make.”
“Well sure, of course.”
About ten days later I received a brand new blender from Oster. I packed up the damaged blender in the same box, and the next day off it went.
And that is a great example of customer service and the efficacy of social media. I recently gave a presentation on my services and issued this statement: “Your customers would much rather interact with your company through social media than through email or your website. And the potential client wasn’t sure that was accurate. And I’m here to say that it is. If your business is on social media, you better make sure that it’s social and that you’re using it to take care of your customers.
And now I need to crush some ice.