Water Coolers and the Power of the Internet Viral
A Water Cooler Goliath gets it right in the eye from an Internet David
We all love a good moan and when we know we are absolutely in the right, the ability to add righteous indignation to our ranting makes many of us glow with glorious feeling! Ben Betts from www.ht2.org has gone even further!
He’s published a blog venting his fury/anger/frustration/disbelief at the level of service he has endured from a leading water cooler company with respect to their supply of water and watercoolers, and the risible level of customer service he feels he has received from the organisation. But what he’s managed to do by airing his complaints in such an entertaining and light hearted way, is actually create an entertaining blog. So entertaining that its gathering a lot of attention over the internet – and that could be a PR disaster for the company.
The old adage ‘give good service and the customer will tell two people – give bad service and the customer will tell many more’ really stands up to the test here! And when that bad service is exposed in such an entertaining manner then we’ll all jump aboard!
The master stroke in Bens article shows just how companies need to understand the power of the internet and positive customer feedback! So convinced were this company of its efficacy that they posted the ‘I love them. Great service!’ response alledgedly from a satisfied customer. Unfortunately for them, Ben spotted the fact that the glorious recommendation was posted from the companies very own domain – nice home goal lads!
Unlike the set up Virgin passenger complaint, Ben Betts and hundreds of others who happily flexed their typing fingers on this issue, have genuine complaints and have suffered appalling levels of customer service at the hands of this company. These are just the tips of MANY icebergs and could really gather great momentum threatening the company with a tsunami of public critcism – which could potentially be the last nail in their business coffin. So Ben and his fellow bloggers may finally have the last laugh – as their expression of disatisfaction enters the public arena and potentially deals a dangerous blow to the water cooler business.
It is interesting that these irate customers have been commenting in such numbers. Powerless to express through these frustrations through the continually engaged Customer Sevice Complaint channels, they have finally found their forum! Throwing wet rags at a worthy ‘Aunt Sally’ circus doll appeals to us all – a welcome feeling of empowerment and a tempting avenue to vent our frustrations! Had a bad journey on the tube this morning? Go to Ben’s blog and give the company you hate a kick – it’ll make you feel better!
I’m not expressing my personal judgement of the company. I’m simply (although with great relish and delight) reflecting how a public outcry in a new arena .. the internet viral …. can act as an ignition switch threatening to spread faster than a California fire – and with equally devestating effect! We’ll be watching the progress of this story closely!
(If customers looking for a new water cooler company are reading this… take a look at our customer feedback web pages, so you can see how it SHOULD be done!)
If you have any questions regarding The Water Delivery Company, feel free to leave a comment on this post, or ring us on 0845 006 3309.