Recently I wrote a post on how beneficial social media can be when integrated into customer service operations and I have to share what happened to me -
Some time last week I was intending to purchase a new laptop to replace my old faithful and I landed on the Facebook page of one of Malaysia’s latest I.T. concept stores to drop them an enquiry, making sure that they have what I wanted at hand before I dropped by.
They replied within a couple of hours (11am) and was very helpful by indicating that they only have one particular model left (the one I wanted) and that I can drop by the store and their sales personnel will be able to assist me. I was very happy at this point and decided to head over to their store after lunch.
I arrived at the store at about 3pm and asked about the laptop:
Me: Hi, do you have this particular laptop in stock? (just to double check)
Sales: Yes we do but we are down to the last unit for this model (he pointed to the brochure without me asking – it was what I wanted)
Me: Okay, great, I’ll take it now then.
Sales: (paused for a while) This unit is already reserved by my friend a couple of days back.
Me: Oh? But you mentioned that there is stock. It’s also mentioned to me on Facebook this morning.
Sales: Facebook? I don’t know.. I never check the Facebook page.
Me: Is there anyone I can talk to regarding the post on Facebook?
Sales: I’ve got no idea.
I was shocked and left with no other options by the sales personnel – I left the store and decided to post on their wall again reiterating the situation just to see what will their response be. A reply came about 3 hours later that read, “…our remaining units were reserved moments before your arrival…Much apologies again for the inconvenience caused.”
Well, I could only come up with 3 reasons at that point of time:
1. I was out of luck, having the remaining unitS reserved within the span of 3-4 hours (when the sales personnel said that there was only 1 unit available all along)
2. The sales personnel reported falsely on the availability of stocks to the social media personnel (in which he mentioned that he does not know who manages the Facebook page)
3. Communication breakdown (clearly the case)
Apart from the major disappointment I experienced, I managed to discover a potential flaw in social media integrations within companies.
“You may have the best social media managers on the job but without proper communication and information, they’re as good as none.”
Remember, social media is all about providing an experience to your customers.