Rendertorial Agricultural Services Your Pa r tne r s in Ag r i cul tur e Specialized Services: • Air Quality/Odor Management, and Greenhouse Gas Reporting • Comprehensive Facility Planning, Design, and Engineering • Industrial Hygiene/Safety and Health • Monitoring Well Installation, Sampling, and Reporting • Nutrient Management Plans/Waste Management Plans • Siting/Construction/Oversight/Permitting • Wastewater Transfer, Storage, and Treatment Design CRA is a proud member of the National Renderers Association 3,000 staff in 100+ offices to serve the rendering industry www.CRAworld.com phone: 888.572.5885 email: mbeerends@CRAworld.com WOR LDWIDE E N G I N E E R I N G, E N V I RONME N TA L , CON S T R U C T ION, A ND I T S E R V I C E S The power of social media cannot be underestimated. Facebook, Twitter, Instagram, YouTube. These are just a few of the trending social media websites used by young and old alike to connect with friends and family and express oneself. These sites are also used to praise, share, and complain about the service that companies provide. And companies are paying attention. This editor recently experienced good service for an in-home appliance repair (i.e., technician was on time, diagnosed the problem, fixed it, and was on his way), but upon examining the receipt afterward, the “labor charges” equaled an amount usually seen for a medical specialist! A reasonable “service charge” was quoted when scheduling the repair, just in case the repair was declined. However, the actual “service charge” to do the repair was three times the quoted amount, even though the diagnosis and repair took all of 20 minutes! That didn’t seem right, or fair, so the major appliance retailer the service was scheduled through was contacted, who said that was company policy. Really? This consumer posted her frustration on the service retailer’s Facebook page, upon which there was an immediate reply both on the social media website and by e-mail, followed by a phone call the next morning. The retailer’s team member from “corporate” agreed that the amount was excessive and vowed to look into the matter. Now that is customer service! One wonders, though, if the major retailer would have responded as swiftly had the frustration not been posted on social media for all to see. In this day and age, it’s important that companies recognize the power behind these new visible online tools. Whether it’s servicing appliances, collecting raw materials, or selling feed ingredients, businesses need to respond to a customer’s needs like never before. And customers should be heard and respected so problems that arise are solved to everyone’s satisfaction. This consumer was eventually satisfied and voiced such on the original social media post. After all, customer service should work both ways. R www.rendermagazine.com Render April 2014 5
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