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So one day I was on Twitter, doing my usual thing when I came across an RT – that a fairly big company in Leeds, West Yorkshire was looking to redesign their website.
“Great!” I thought. We do web design, we’re very near Leeds – it’s a match made in Heaven!
I’m a big advocate of talking to people on the phone – even though a lot of communication is online, email and social media I still think that picking up the phone will never go out of fashion.
So, I decided to ring the company. When I got through, I explained who I was and what I’d seen on Twitter and politely requested some more info. The person on the other end of the line had no idea what I was talking about. In fact, they didn’t even know they were on Twitter!!
The person was polite and asked to put me on hold whilst he found out what was going on. I was on hold for around 3 minutes. That doesn’t sound like a long time but when you’re on hold - it is.
Whilst I was waiting I decided to have a look on their website just in case the info was public by then. It was. Deep in the site I finally found a tiny link which sent me to the right place.
The guy came back and apologised for the wait. He then told me that the info was on the site. Yep, he directed me to the exact link that I had found…
What Has This Experience Taught Us?
This is a ‘communication issue’.
It is great to see companies starting to ride the wave of social media and online marketing. However, if a company is to implement these strategies then it should be communicated to the entire company. Everyone from the secretaries to the execs to the finance department. That company has now made a bad impression on me. I may have considered buying their services but now, every time I think of them I remember this experience.
Marketing is a form of communicating. It is a way of communicating your message to your customers. But don’t forget to communicate your strategy to your colleagues.
Hi, I’m Haroon Rashid and I’m the author of this blog and the founder of Finisher Creative. If you are a small business or a charity/non-profit I would be more than happy to talk to you about your online marketing and social media needs. If you’re in the Yorkshire area (UK) I’ll even take you out for a coffee! You can email me on info@finishercreative.com, check me out on Facebook or follow me @FinisherCre8ive I look forward to hearing from you!
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