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Trust arrives on foot and leaves on horseback (2020)

thalein.medium.com

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Re: Trust arrives on foot and leaves on horseback (2020)

#11

Post by rapind »

DoreenMichele wrote: post #2

Additionally, when a customer is upset with how you treated them, they are highly likely to tell a bunch of people about it. They are less likely to hype your product if satisfied. So one bad experience can undo a lit of good ones. These days, one person with a large social media following can tell a great many people for the same effort it would take to tell one person and may not stop until their ire has died down,…

I occasionally get some lazy high maintenance customers (B2B) that I’d rather not have. It gives me a fair amount of stress at times. Even though they generate revenue they are absolutely a liability and I’d pay to quietly get rid of them.

Re: Trust arrives on foot and leaves on horseback (2020)

#12

Post by gdulli »

DoreenMichele wrote: post #2

Additionally, when a customer is upset with how you treated them, they are highly likely to tell a bunch of people about it. They are less likely to hype your product if satisfied. So one bad experience can undo a lit of good ones. These days, one person with a large social media following can tell a great many people for the same effort it would take to tell one person and may not stop until their ire has died down,…

12 years ago I stayed in a Motel 6 for a night and there was no running water. Afterwards I wrote and asked for a refund. A voucher for a free night would have at least made me feel not ignored. But they replied with a generic dismissal. For 12 years I've been telling people on and offline how terrible Motel 6 is. Left one star reviews. Every time the topic of motels comes up I jump in. It's become an inside joke with my friends.

Re: Trust arrives on foot and leaves on horseback (2020)

#14

Post by kazinator »

DoreenMichele wrote: post #2

Additionally, when a customer is upset with how you treated them, they are highly likely to tell a bunch of people about it. They are less likely to hype your product if satisfied. So one bad experience can undo a lit of good ones. These days, one person with a large social media following can tell a great many people for the same effort it would take to tell one person and may not stop until their ire has died down,…

> They are less likely to hype your product if satisfied.

Yes. Unless they are really floored or something. And then things are complex. Sometimes people keep mum about some good thing they find. If you find a restaurant with great quality and low prices, if you tell everyone, it will soon be inundated with patrons. Even if all else stays the same (which it won't: prices will go up and quality down) the extra crowd will be annoying.

Re: Trust arrives on foot and leaves on horseback (2020)

#16

Post by resolutebat »

gdulli wrote: post #12
DoreenMichele wrote: post #2

Additionally, when a customer is upset with how you treated them, they are highly likely to tell a bunch of people about it. They are less likely to hype your product if satisfied. So one bad experience can undo a lit of good ones. These days, one person with a large social media following can tell a great many people for the same effort it would take to tell one person and may not stop until their ire has died down,…

12 years ago I stayed in a Motel 6 for a night and there was no running water. Afterwards I wrote and asked for a refund. A voucher for a free night would have at least made me feel not ignored. But they replied with a generic dismissal. For 12 years I've been telling people on and offline how terrible Motel 6 is. Left one star reviews. Every time the topic of motels comes up I jump in. It's become an inside joke wit…

Out of curiosity, did you contact reception when you discovered this, and if so, what was their reaction?

Re: Trust arrives on foot and leaves on horseback (2020)

#17

Post by Animats »

userbinator wrote: post #8
DoreenMichele wrote: post #2

Additionally, when a customer is upset with how you treated them, they are highly likely to tell a bunch of people about it. They are less likely to hype your product if satisfied. So one bad experience can undo a lit of good ones. These days, one person with a large social media following can tell a great many people for the same effort it would take to tell one person and may not stop until their ire has died down,…

They are less likely to hype your product if satisfied. ...to the point that people become suspicious of overtly positive reviews, because a large part of marketing is now done by paid shills aka "influencers".

> paid shills aka "influencers".

At least the SEC insists that ones who tout securities disclose that they're being paid, as Kim Kardashian and some others found out the hard way.

Probably the closest thing to a legit "social media coordinator" is the one for the New York City subway system. Someone had the sense to put the on-duty social media coordinator in the rail control center, where they can see the display boards and talk to the people running the system.[1]

[1] https://www.wsj.com/articles/worst-job-in-america-responding...

Re: Trust arrives on foot and leaves on horseback (2020)

#18

Post by gdulli »

resolutebat wrote: post #16
gdulli wrote: post #12

Earlier quoted context omitted.

12 years ago I stayed in a Motel 6 for a night and there was no running water. Afterwards I wrote and asked for a refund. A voucher for a free night would have at least made me feel not ignored. But they replied with a generic dismissal. For 12 years I've been telling people on and offline how terrible Motel 6 is. Left one star reviews. Every time the topic of motels comes up I jump in. It's become an inside joke wit…

Out of curiosity, did you contact reception when you discovered this, and if so, what was their reaction?

I was waiting to check in and heard the desk guy talking to someone on the phone about water but didn't think much of it. They didn't tell me anything and after I got to my room I saw there was no water. I went back to the desk to ask about it and was told it was being worked on and would be fixed soon. When it didn't get fixed I kept calling and kept getting told it was being worked on. A few hours after checking in I saw a repair van arrive to start working on it.

When I emailed corporate afterwards I explained that they had checked me in without informing me there was no water.

Re: Trust arrives on foot and leaves on horseback (2020)

#19

Post by 1000100_1000101 »

gdulli wrote: post #12
DoreenMichele wrote: post #2

Additionally, when a customer is upset with how you treated them, they are highly likely to tell a bunch of people about it. They are less likely to hype your product if satisfied. So one bad experience can undo a lit of good ones. These days, one person with a large social media following can tell a great many people for the same effort it would take to tell one person and may not stop until their ire has died down,…

12 years ago I stayed in a Motel 6 for a night and there was no running water. Afterwards I wrote and asked for a refund. A voucher for a free night would have at least made me feel not ignored. But they replied with a generic dismissal. For 12 years I've been telling people on and offline how terrible Motel 6 is. Left one star reviews. Every time the topic of motels comes up I jump in. It's become an inside joke wit…

I stayed in a Motel 6 by Fort Lauderdale for one night in 2016. There was a hole in the bathtub. Reception didn't seem to care.

I certainly won't consider them again.

Re: Trust arrives on foot and leaves on horseback (2020)

#20

Post by tuatoru »

userbinator wrote: post #8
DoreenMichele wrote: post #2

Additionally, when a customer is upset with how you treated them, they are highly likely to tell a bunch of people about it. They are less likely to hype your product if satisfied. So one bad experience can undo a lit of good ones. These days, one person with a large social media following can tell a great many people for the same effort it would take to tell one person and may not stop until their ire has died down,…

They are less likely to hype your product if satisfied. ...to the point that people become suspicious of overtly positive reviews, because a large part of marketing is now done by paid shills aka "influencers".

Yes. Even if the "influencer" is someone whose output I have followed for years, I'm going to cross-check and triangulate if something gets recommended.

That's in back-packing/hiking. Something I have noticed there, and would be interested to know if it's becoming more general, is the rise of paid-subscription sites that review things (amongst other content).

Are we seeing the first dim sparks of the realization that curation has monetary value?

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