Open letter to a good business making a dumb decision… and a Marketing strategy any business can use to win!
Since many of this blog’s subscribers seem to live outside of Michigan, I try not to focus too much on local businesses around me but sometimes I like to call out especially great businesses. I almost never identify businesses that have mis-stepped with their customer promise, though. I understand when dealing with the public, you will never be able to make everyone happy. I’m making an exception, today, though, to call out the first local business I visited when I moved to Grand Rapids and one of my favorites until recently.
Brick Road Pizza’s FaceBook page. offers amazing vegan food (they have non-vegan food, too, making them a great place to visit with a group of finicky eaters) but they have been building an equally amazingly bad reputation for poor customer service. Unbeknownst to them, I have defended them on multiple occasions, but I am swaying the other direction now, particularly when it comes to their terrible use of social media. I chastised them on FaceBook for being unresponsive to questions and comments from current and potential customers. The response was:
“I don’t have time check facebook. I may miss a few things. If you really want to speak to someone here the phone number is 616-719-2409. We will be more than happy to address your questions or needs.
Irked, not so much by the brazen ambivalence and complete miss at winning a customer over but more so by knowing one of my favorite restaurants was probably jeopardizing business from other customers with their lackadaisical attitude, I offered a blunt, but honest (and slightly snarky), rebuttal:
Thanks. I would challenge you to make time for your fans, or let some of your staff admin the page if you struggle with time management, or just turn comments off. Social media is a powerful tool in both directions. Not letting people have a say is less damaging than not responding to fans and potential customers but giving them the ability to interact, and then ignoring them (but thanks for not ignoring my comment). Just “food” for thought…
I must have hit a nerve. A few weeks later, I got this response:
Thanks for the education on social media!
I suppose they might have been serious but I am guessing the response was the polite equivalent of telling me what I could do with my food for thought. I resisted responding for a day but a couple vegan friends were chiming in from the sidelines, mostly praising me for saying something, but also I suppose, enjoying the back and forth. Here is where Brick Road Pizza’s website is missing the ball:
Thank you for the education on customer service.
They had a solid opportunity to win a fan or customer for life but instead alienated several. Of course, when I choose not to eat at Brick Road, neither does Nicole. Neither do her work friends when she picks where they go to lunch. Neither do my vegan friends who are watching them implode on FaceBook. Neither do the friends they share this story with. Neither do the fence-sitters who have already had a bad experience there and were just waiting for further confirmation they were not alone in their experience.
Only five years ago, Brick Road was one of only a handful of vegan options available. While they have been sleeping, though, competition has been sprouting up all around them, especially for a niche crowd like vegans (who talk to each other often). Now, I can choose to eat at The Mitten, Cvlt Pizza, Harmony Brewing, Rezervoir, Nantucket, DiPiazzas… and these are just places that offer vegan pizza, off the top of my head. The list for other vegan restaurants in the area is amazing! I could go out to lunch or dinner once a week for every week through next year and never have to visit the same place twice, and never have to include Brick Road.
When you are no longer the big dog in town, it is in your best interest to take every opportunity to win a customer, especially when it is such low-hanging fruit. It would not have cost Brick Road a penny to have crafted a good response. But it has cost them hundreds of dollars already, from my business alone, to be jerks. When it costs them enough to be painful, it may be too late, and that would be a shame. Their food is really good, even though there was a dead cricket in my salad one time, which I never complained to anyone about until now (the waitress can validate the story, though). That is the kind of mistake I can forgive and forget. Assuming your customers are a waste of your time is not.
Today’s Lesson: Social Media is powerful (and by the way, Brick Road, so is a well-read blog; you never know which customer you think you are taking to task–a better option might be to assume every customer can reach a wide audience quickly–for good or bad). Take the easy opportunities to create, or win back, fans. If you are not good at managing your social media, hire someone who is, or choose not to use it. And remember, in a global, 24/7 economy, waiting 24 hours to craft a thoughtful, compassionate response, is like waiting 24 years… which might be how long a post like this could be around.