Want to know what people think of you and your customer dis-service? Go on the internet and type in the name of your company followed by “sucks.com.” It might amaze you what is there. I was looking for a new bank last month and had concerns over the rumors I heard from friends. So I went online and checked out the name of the company and added sucks.com to the end. Wow! Someone has gone to the trouble to buy that domain and put a long list of complaints for the world to see. Not only that, they are collecting stories from other dissatisfied customers and publishing them.
So I thought, “I wonder what the other banks are generating?” There it was on the World Wide Web. Other bank names with the same ending to the domain name. I also found my cable company being commented on in the same way. Then I went to Face Book and found similar fan pages for my three local banks, Comcast Cable and Delta Airlines.
I noticed on the bank pages that in one case dissatisfied customers were leaving their frustrated comments. On the second bank page someone from the bank was making angry comments back to the customers like, “If you people would organize your finances better, you wouldn’t have these issues with our bank!” But the page that impressed me most, got my attention and got my business was the page where someone from the bank answered each concern and gave their phone number to call to get the complaints straightened out.
Here is an idea: Why not put up a page that invites comments on your service under this domain name and answer customer concerns? Do you own (name of your company)sucks.com? If you don’t, who does?
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