Customer service is one of the most important things in the world. It’s something that many brands understand, and then many more that don’t. Thankfully Dollar Shave Club understands the power of social media, especially after this past week.
I like many people shave their head, for me its mainly because I like the way it looks. Ok and it is much easier to deny the fact my hairline is making a tactical retreat on my head. But that is besides the point. I had an experience this week which has never happened in my life while shaving, and I’ve been doing this quite a while.
You see this past week while shaving, my razor handle broke while using it. Oh and yes I was only halfway finished! Just imagine the shock and horror of looking down and realizing the blade was on the floor while I was holding the handle! After overcoming the humor of the situation, I did what any Air Force Veteran would do.. get the job done with the resources you got. So I picked up the blade and finished the job holding it with my fingers. I really don’t recommend doing this EVER, as it is awkward, and your fingers will suffer.
So how does Dollar Shave Club Get Social Media?
Sending an email these days to customer to support is the slow way of achieving results but can still be effective when you have quite a bit to say. If you are looking for a faster response with any brand, utilizing Twitter is the way to go as socially engaged brands will be quick to respond as the world is watching.
This was the tweet that I sent..
Within 3 minutes this was the response that I received!
The reply was simple yet powerful. Not only did they solve the problem I had which was not being able to shave with their product, but all of their clients can see how quick they are to respond.
What’s the valuable lesson?
As a best practice, utilize a dedicated Twitter account for customer support in your business. This way it will ensure that you can address consumer issues separately from how you market your business on a different account.
Oh and if you are still spending a small fortune for your razors, check out Dollar Shave Club as I’ll definitely be a long term customer.