Tuesday, December 14, 2010

Addendum: THIS is How You Do Social Media

In my last post, I lambasted local car dealer David Maus for his Star Trek outfit. I alerted my Twitter followers to that post. Someone at David Maus caught wind of that and responded.

Now, they could've gone the corporate route of, "@Jetpacks, sorry you didn't like our commercials. Please DM me and let's see if we can resolve this situation."

Instead they went with humor. Detractor de-fanged and diffused, slightly amused. Observe:

Now, if I'd been an actual customer with a legitimate complaint like, "David Maus screwed me on my trade-in," or "David Maus sold me a lemon," then I've no doubt that the social media team would've dealt with me differently, but  THAT, businesses, is how to handle the random rabble on Twitter and Facebook and in the commentariat of YouTube. There's no need to "engage" us. You don't need to provide a solution to the assholes like me who are only out to mock you. Joke with us (while getting a plug in for your product) and we're far more likely to forgive your goofy attempts at marketing and, who knows, maybe consider you the next time we need a new or used car.

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