SDG Web Agency Blog

The first time I use a group couponing service by LivingSocial, and I get a bad taste. I was initially excited because I finally was able to find a useful coupon that I really needed. I don't need discounts to luxury items I don't use, I just needed an oil change and some other work for the family van.

This is a story of how dishonesty can kill your business, and utilizing huge couponing deals won't save it...

If your business sucks, people will know, and they won't reluctantly share the bad news to others. They may purchase once because of the discount they got, but they may never return.

So here's the story folks...

Got a notice from LivingSocial about an oil change and wheel balancing coupon offer, so I paid over $60 and saved $100 or so. Not bad.

Made an appointment, but had to reschedule, yet they were really nice about it.

As I was waiting already for nearly an hour and a half in their lobby with FREE wireless (good job), I happen to stand up and see the mechanic putting back my hubcaps on my wheels. I noticed they put the nice shiny part faced down on the rough surface (not good). The last one he put on, he had issues with, so he took out the ring inside of it,  and adjusted it, while it was nicely laid on the rough surface (that's bad). Once he did that, he installed it on the wheel, and he still had issues with it.

Needless to say, he ends up punching the hubcap in causing two big cracks on opposite ends. Its obviously ruined. I didn't react right away, and merely sat down, hoping that my eyes were deceiving me.

I tweeted about it right then & there, you can see it below:

A few minutes later the acting manager was approached by another employee in the front desk, and he was making some punching actions with his fist, and the acting manager looks at the direction of my car. So I'm assuming, at least he knows and can do something about it. (Not sure if he did really know, but who punches when they talk.)

About 5 minutes or so passby, and the acting manager calls my name and says I'm ready to go. I asked testingly, so "How did it go, any issues?", and he replied about how my wheels were "towing", and kindly illustrated the issue with a toy car he had underneath the counter. That was nice!

He kindly thanked me, and I returned the favor, and walked reluctantly to my car. First thing I noticed, the hubcaps were filthy. I came in the place and it was spanking shiny. I just bought it 2 weeks ago, after waiting months not getting it, because I wanted a certain one. I didn't want to go cheap and get it at Walmart.

Judgement time, and there it was, the nicely cracked hubcap (picture below), that is obviously ruined covered in grease. So I carefully walked back and told the acting manager, and he didn't seem surprised. He looked at it, and I told him that I saw the guy do it. He went back inside to got his phone and took a picture. He asked me where I got it and that he would get a replacement. He said he'd take care of it, and I went on my merry way.

Got a call back from him when I got home, and he said he got a similar one, and that I'd have to come into the shop so they can install it for me. I told him, that would take another hour of my time to do that, since it took me 20 minutes getting there each way. I suggested he ship it, and he boldly refused to do so.

I reluctantly told him I'd passed by when I was in the area to get it fixed. Being non-confrontational in person, I boldly told him over the phone that I wasn't happy with it, and that I had to tell him about "the incident", and that it seemed that they knew about it. He offensively said he didn't know and blurted out, "I don't give cars back broken, if I had known about it, I'd fix it there and then".

Is it me being picky not wanting them to install it, since they broke it in the first place?

What's the moral here...

This is what should of happened if they wanted me the customer to be happy & possibly win their loyalty:

1. The mechanic should of told the acting manager. (Honesty pays, dishonesty does too, but the outcomes are totally different.)
2. The acting manager should of got a replacement before all the work was done.
3. Made sure to check the work before the customer does. Dirty hub caps...come on, it takes a few minutes to clean that up.
4. Be honest with the customer about the foulness, and...
5. ...Apologize for the inconvenience & extra time.

They lost a potential loyal customer. 

And no coupon in the world will make me go back. And you figure, if they wanted my business, they would attach those nice stickers underneath your window to let you know when you need another oil change. 

It was a failed attempt to utilize the power of offering coupons.

Lastly, no bad riddance or anything of the sort to coupon sites like LivingSocial, Groupon, and now Facebook Deals & Google Offers. I think they are great. Just choose wisely!

We are proud to announce once again our involvement with XBM (ExtremeBusinessMakeovers.com) this year. So come on over and find our booth. Aside from being a great client, our friend Thom Scott, the man behind this great event, is a man we love and admire. This year, the panel of speakers, are Joel Comm, Kevin Eikenberry, Dr. Rick Ernst, Scott Ginsberg, and more.

All around, its a panel that will touch almost every facet of small business. I am personally looking forward to hearing Trey Pennington and Thom Scott, on their topic "The Power of Purpose/The Power of Story".

Come by our booth and get a chance to win a raffle prize. Hope to see you there.

Extreme Business Makeovers
April 29th to May 1st, 2011
Orlando, Florida
http://ExtremeBusinessMakeovers.com

So things with #GetSocialBrevard is coming along pretty good. But its no time to relax and ride the wave, lets keep building this thing up. If you haven't heard about what's been going on. Basically, a bunch of Brevardians have been meeting monthly (last 2 months) for the purpose of "getting social". Its not your normal networking event. Here we talk about "Social Media", and how we can benefit from it, and how we can help Brevard, so to speak, get on the bandwagon of social media.

Watch the video below to find out more: (Thanks to our friend Ivy, co-founder of Your Simple Media):

So next month, at Duran Golf, we'll be meeting again, and for 30 minutes or so, I'll be going over the 5 Laws of Stratospheric Success, from the book, "The Go-Giver", by Bob Burg & John Mann, and how it applies to social media.

Why come? Aside from the great connections, the food, and learning about Social Media and how it can apply to your business, we want you to be a part of a new movement here in Brevard. This movement is founded on the Go-Giver laws, and that's why we're addressing it on the next #Tweetup. Yes its a #tweetup as well.

We'll be at the Duran Golf Club from 6 to 8pm, on November 11, 2010. See yah there!

REGISTER NOW via Eventbrite

Here's last month's #GetSocialBrevard photo gallery on Facebook.

Lots Are On It (Social Media Sites), Yet Lots Are Leaving &/Or Grieving

You heard the hype, you got on the bandwagon, so you created a Twitter, Facebook, & LinkedIn account, and now its there, but you still haven't leveraged what you got and wonder why you spent so much time and some money on it and you're not seeing results.

You need to understand that social media is just another communication tool, and like any other tool at your disposal, it needs to be mastered. So here are some tips you can take to heart in hopes that you can navigate this crazy world of social media madness:

1. Write down or type in your Goals! - Every time I do anything, I think of the beginning and the end result. This allows me to manage what I do, and how effectively my time is being spent. List your goals as to what you want to achieve. Whether it is building a following or a fan base, or even increasing your traffic. Whatever it is, track it.
2. Learn From the Right People - Tons of people call themselves experts, and very little of them deserve it. So how do you discern. Look at their track record, the work that they do, and if they themselves practice what they preach. No use emulating someone who's not doing it right.
3. Many People Are Communicating, Not Many Are Connecting - If you just tweet or update about what you do, and don't engage with others, you are just adding to the noise. Be human, talk to others, add value first. You see people in need, help! Get those experience muscles working, and build a name for yourself.
4. Bad Networking Moves Online - You try to sell without really listening first. By listening first, you'll know how to engage people. You'll know what peoples interest are. Imagine someone comes up to you and starts talking about their business, giving you only 2 words to say in response, hands you a business card when they are done talking & asks to give them a call and just walks away. Seriously, do not be that person online!
5. So Many To Manage - There are many social sites, you get an invite via email each day. Focus, focus, focus. Figure out where your target audience is hanging out. Know who your target audience even is. The top 3 I mentioned above is really essential though. Yes even Twitter. At least have a LinkedIn account and a Facebook Fan Page for your business. Leverage your friends and family first, then branch off to Twitter once you get those two down.
6. Lack Of Real Transparency - If you want people to know, like, and trust you, you need to show them who you are. Put some character on your blog, website, profiles, wherever you like. Gone are the days of hiding behind corporate walls of ambiguity.
7. Patience is a Web Virtue - Rome wasn't built in day, so don't expect that you'll be successful right away. Most recognized leaders in social media, have been doing their craft for years. Successful companies that have leveraged social media got their winnings from consulting with the best. Do what you can, but do it consistently and patiently.
8. Leverage Any First Time Initiators - I am talking about those who connect with you. If someone comments or sends you a nice post, reply back. That's the whole point is it not. If you have a LinkedIn profile and "good" people want to connect with you, why shouldn't you. Build your inner circle fast, and engage with your early fans, they will help you get where you want to go. If you ignore them, you end up with nothing.
9. Keep Learning Stop Crapping - Okay, that needs an explanation. What I mean to say, if you get content or complacent about things you need to know, eventually, what you know won't work all the time. You need to keep investing on your noggin. Knowledge is power, when practiced & maintained. Crapping is when you basically stop learning and start complaining about the world. That's my interpretation at least.
10. Get Social Online & Offline - This is such a crucial step. We are humans, we need to meet face to face. I challenge you to meet those you have met online and further connect with those people. Its an amazing feeling to put an face on an avatar.

I hope this reaches out to you in a deeper level. I would hate to see you not succeed simply because no one told you. Now do something, anything, connect, engage, and change the world!!!

Best wishes to you and your endeavors...comment below and let me know how it goes. Would love to hear your response.