The Power of Social Media (A Personal Experience)

Posted by: Dallas J. Moore | Posted on: July 5th, 2012 | 0 Comments

My sister got married this past weekend. I was the man of honor. It was a blast. I received a gift from my sister and her now husband, a very nice pocket watch. After passing it around the room I saw several very noticeable scratches, that after multiple attempts, wouldn’t go away. The next day I stopped by our local Kay Jewelers to exchange the pocket watch. This is where my adventure begins.

To make a long story short, I was told I needed to return to the store with the original receipt, which I did. The Customer Care representative (on the phone) told the store employee that it was all I would need to get things taken care of. There is much more to the story of what happened, you can read my full rant here. The person on the other end of the line didn’t do their job of documenting the call, so my exchange was denied when I returned to the store the next day.

I decided to take matters into my own hands and test the power of social media. Let me clearly state that I feel that ninety percent of brands do a great job with social media, many could do more by doing less selling and self promotion. With that being said, I also don’t believe that many brands use social media fully. Less than 24 hours after my rant, I received a response from Kay Jewelers, along with an email. I called and spoke with the Customer Care representative who emailed me. We talked for a while and it was a wonderful conversation.

Again, to make a long story short, I was able to exchange my damaged pocket watch, that I had received as a gift, for a new/different one. I also shared my feelings with Kay Jewelers, letting them know that in my opinion, they are light years ahead of many brands in how they handle and use social media. Being a former employee, I coudn’t be more happy for how they handled things.

They have fulfilled their promise of excellence, and I have fulfilled mine by sharing my negative experience that turned positive with you all. Have you had a positive or negative experience with a brand that was rectified because of social media?