tag:blogger.com,1999:blog-4001543743897771535.post2375391335227582579..comments2023-05-04T08:34:12.259-04:00Comments on Run Around Sara: If you're complaining about me, you're still talking about me!Sarahttp://www.blogger.com/profile/09861627723679241556noreply@blogger.comBlogger5125tag:blogger.com,1999:blog-4001543743897771535.post-62143505317429765062011-05-14T08:10:33.848-04:002011-05-14T08:10:33.848-04:00I just want to say, I wanna cry. I just spent mor...I just want to say, I wanna cry. I just spent more time than I care to admit responding to this and it couldn't complete my request. When I went back, POOF! Gone..... I'll get crackin' and be back with you shortly.Emilyhttp://www.blogger.com/profile/13373425461715939339noreply@blogger.comtag:blogger.com,1999:blog-4001543743897771535.post-55582613587116218662011-05-14T08:31:31.417-04:002011-05-14T08:31:31.417-04:00Ok, I would like to start by saying I cannot BELIE...Ok, I would like to start by saying I cannot BELIEVE she sent this to you. Is she serious?! It reads like a 7 year old wrote it, a la "No, nu-uh. No I didn't, you did!"<br><br>Maybe she only read a snippet of your blog? That is the only excuse I can conjure up to even begin to explain this response.<br><br>I have never and hopefully WILL never run a 5K, but I feel you may have other plans based on the Corrib idea. :) But the start line? I totally got what you were saying. If you are at the back when the announcer frantically yells "Go go go go go!!!!!" and your start time is the same as everyone else, obviously your end time will be inaccurate.<br><br>As for the T-shirts, CLEARLY you were not saying they use the same ones every year. Gross. "Thank you for participating in our 5K. Can I have the shirt back now. Our budget is tight and we are going to need them next year." I THINK what you were saying is that since there is no distinguishing information aside from the name "Margarita's", they likely use the same logo, possibly the same colors, year after year. They probably have a bitchin' deal with the screen printers dating back to 1970 when those colors were actually cool.<br><br>Now, I love me some margaritas, and would probably love one right now (yes, at 8:23 a.m.) but I agree having one directly after a 5K is borderline nasty. Maybe those folks were trying to get their $25 worth. I know how much it costs to make a burrito. It ain't much. And Lord knows those T-shirts weren't worth so much as $3 a piece.<br><br>And c'mon, Sara. Durr. How could you NOT REALIZE these 2 5K's were sponsored by different companies?? The blazing banners didn't give it away?! You're lucky good ol' Linda was here to explain it to you. I don't know what we would all do without her. The world is so bright and shiny and scary!!!! *blinkblinkblink*<br><br>I feel like I might go the equally passive aggressive route and go ahead and pass it on to her superiors. With customer service like that, who needs competition to bring down sales?Emilyhttp://www.blogger.com/profile/13373425461715939339noreply@blogger.comtag:blogger.com,1999:blog-4001543743897771535.post-34552212744827852832011-05-14T12:56:50.608-04:002011-05-14T12:56:50.608-04:00Ok, see, we are on the same page. Thank you. I'...Ok, see, we are on the same page. Thank you. I'm glad I'm not the only one who felt this email was ridiculous. <br><br>One day, Em. One day you'll do a 5K with me!! :)Sarahttp://www.blogger.com/profile/09861627723679241556noreply@blogger.comtag:blogger.com,1999:blog-4001543743897771535.post-52944925495512961042011-05-20T21:04:26.847-04:002011-05-20T21:04:26.847-04:00I know, I'm late to the party. Or should I say...I know, I'm late to the party. Or should I say fiesta? But better late than never, right?<br><br>I think Linda needs an overview on how customer service works in the social media world.<br><br>#1 ACKNOWLEDGE THE CUSTOMER'S FEELINGS - "Sara, we understand you felt that the Margaritas 5k didn't compare well to the previous race you participated in." (This makes Sara feel like you understand her and that you actually READ the words she typed.)<br><br>#2 APOLOGIZE - "We're sorry the race did not meet your expectations". (Sometimes sorry is the hardest word to say, but in customer service, it's the most important word!)<br><br>#3 ASK FOR ADDITIONAL FEEDBACK AND SUGGESTIONS - "Could you offer some suggestions on how we could improve the Margaritas race next year? What types/ colors of t-shirts do you prefer? How could we make the fiesta better?" (This makes Sara feel important and loved)<br><br>#4 PROMISE TO MAKE CHANGES - "Your feedback is very important to us. We will definitely consider your suggestions - along with the others we receive - and make the necessary changes so that everyone has a positive experience with upcoming races." (This makes Sara feel like she has a voice and her opinion matters.)<br><br>#5 INVITE THE CUSTOMER BACK - "We would love to have you join us at the Margarita 5K next year. Please be sure to invite your friends to join us." (This makes Sara want to share upcoming Loco races with 200+ facebook friends and the 300+ friends she networks with through a local activity adventure group. Hmmm...you know that just might be good for business...)<br><br>#6 OFFER A CONCESSION - "Since you didn't have a 100% positive experience, we'd like to make it up to you. Stop by for a free t-shirt or email us for a coupon for $5 off your next registration." (This one is optional, but always advised. If you've read Sara's blog, you know she's all about the free stuff. Give her something for her trouble. She'll like you. And if she likes you, she'll tell her friends she likes you. And if her friends like you....)<br><br>#7 BE TRANSPARENT!!!!!! This one is critical in the new social media world. DON'T read Sara's blog and email her privately. Instead, comment on her blog and identify yourself. "Hi Sara, my name is Linda and I represent Loco. I just read your post about the Margaritas 5k and.....[insert everything I wrote in tips 1-6 above]" <br><br>Sara has a lot of people reading her blog. If you leave a comment, a lot of people are going to read it. If you use my tips above, your company will be portrayed as compassionate and caring - in a public environment. Seriously, what could be better for company branding?Jenniferhttp://www.blogger.com/profile/11879957522537128117noreply@blogger.comtag:blogger.com,1999:blog-4001543743897771535.post-52935020513933304632011-05-20T23:08:14.206-04:002011-05-20T23:08:14.206-04:00Wow, Jen, I'm impressed. You almost had me, bu...Wow, Jen, I'm impressed. You almost had me, but thenI remembered that you don't actually work for Loco! <br><br>This type of response would have definitely gotten a better reaction out of me. Instead of "Look what this crazy rep from Loco said to me" I probably would have boasted "Look how awesome Loco is!!" So you're right. Better reviews...better business.<br><br>Wonder if they're still reading. :) They need your tips! At least Linda does!!<br><br>Thanks girl!Sarahttp://www.blogger.com/profile/09861627723679241556noreply@blogger.com