Liking Something When I Don’t Really Like It

Like so many others, I’m a pretty active Facebook user.  I don’t go crazy with it, posting status updates once or twice a week, but one thing I do use it for is to communicate with companies about their products or services.

It’s well known that companies are becoming more actively involved with social media to engage with their customers.  As such, sites like Facebook and Twitter are areas where companies are nowadays expected to interact with users.

More often than not, I find myself hitting the ‘Like’ button for a company when I’m really not liking them at all.  Don’t get me wrong, I do ‘Like’ a lot of things that I really do like, but there are times when I ‘Like’ something so that I can get help about something or let the company know that I’m having a problem with something that they’ve provided.

Does it work?

Sometimes.

So-so….I was having problems with a steam mop that I had purchased that was still under warranty.  The company wasn’t providing the service center with my parts, so I wrote on their wall.  They wrote back but with a very generic response.

But, sometimes it does work and voices are heard.  Our cable company is moving toward an all digital service, and were in the process of transitioning, but this required some pretty drastic changes to the equipment in our house.  I (as well as many others) engaged with their customer service, and in the end they relented and made the transition much less intrusive.

If a company does it right, then when someone ‘Likes’ them because they really don’t like them, hopefully the customer will ‘Like’ them in the end.  Taking a negative experience and turning it into a positive experience should be the overall goal of interacting with a displeased customer on a social networking site.

I do think that there has to be reasonable limits.  Our grocery store has gas stations at many locations, and they often get blasted for the rising price at the pump.  Wisely, they pretty much ignore these type of complaints, but they do respond regularly to complaints about customer service, out of stock items, or other items that can be addressed within reason.

I hope more companies jump on this bandwagon.  In the end, social networking may bring customers back to more personal experiences with those that they do business with.

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6 thoughts on “Liking Something When I Don’t Really Like It

  1. Thanks for the information! I never thought of doing that. My understanding is companies will react far more to an old fashioned letter (paper) sent through the mail. Maybe, because there was an additional effort made

  2. Thanks for the insight, I never thought about going to facebook to let a company know how I feel about their products or services.

  3. I've got a strict no liking policy on facebook – I understand that people want to support things they actually like and all that crap, but I know that they will just use that to sell ads. I dont want to be a part of that, so I only like 3 things, and one of them is teddy roosevelt.

  4. I think some businesses are trying to use social media to fix a lot of issues with current customer service and i'm all for it.

    Just this week alone I heard a few people mentioning how they tweeted about issues with a company after they tried the customer service hot line… and the tweets did more to solve the problems then the calls to customer service.

    I think businesses are starting to realize that the people who will be more vocal about complaining (and seek out other avenues like blogs, Twitter, and Facebook), are also more likely to talk and tell people about how their problem was made right by using those media outlets… and in turn they get a little happy free PR.

  5. @Jeff – Good point. Balancing privacy settings is key. You have to police the privacy and security settings, as the ones that Facebook normally 'defaults' to are not adequate.

    @South Country Girl – You're reight, though it's still kind of sad in a way that companies pick and choose who they deliver good service to. Good service should be an ingrained part of doing business! That's how we run things here at Money Beagle 🙂

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