In the age of mega-corporations and labyrinthine customer service calls, it’s not uncommon to feel that companies aren’t paying attention to you or addressing consumers’ concerns. But that feeling of being ignored may have reached a whole new level, according to Yahoo! News. Domino’s Pizza recently responded to customer praise — by saying sorry!
Yes, that’s right. A woman posted a picture of the pizza she’d just ordered, commenting, “Best Pizza Ever! Pan Pizza : ) Keep up the good work guys!” on the Domino’s Pizza Facebook page, and the company responded by apologizing:
So sorry about that! Please share some additional information with us at bit.ly/dpz_care and please mention reference# 1409193 so we can have this addressed.
Is Social Media Just Complaint Service?
Given that the Domino’s Pizza Facebook page is otherwise littered with pictures of burned pizzas, complaints about long delivery times or undercooked wings, it’s not surprising that their social media team seems to expect complaints.
In fact, the author of the complimentary post, Jeaneth Manzanita Tavares, later commented on her own post, stating:
I have been a customer for years and I love their pizza. I posted this picture because I received 2 free pizzas after I posted a previous picture of another pizza I wasn’t satisfied with. So they acted quickly gave me 2 free pizzas and I was very satisfied… I wanted to make them smile
Ms. Taveres’s experience is somewhat encouraging; she clearly got results in the past after she posting complaints. But Domino’s social media response team clearly isn’t set up to handle positive feedback yet.
Corporate Facebook: Efficient, Maybe Not Not Accurate
Customer service neglect is much more troubling when it goes the other direction, of course, and customer complaints aren’t addressed. So while this little episode doesn’t breed confidence in the staff (or automated program) running Domino’s Facebook page, there are some encouraging signs.
According to the timestamps on the Facebook posts, Domino’s Pizza posted the misguided apology less than a day after the customer posted that she was happy with her order. If her post had been a complaint, that’s not a bad turnaround time for a major fast food chain.
While calling the restaurant that delivered an unsatisfactory pizza might get you a new pie the same night, if you’d be happy with a couple of complimentary pizzas down the line, 24 hours is a pretty good time frame.
Is Facebook the Best Way to Resolve a Complaint?
Domino’s seems to use Facebook to apologize to unhappy customers, but is their method the best way to resolve complaints?
As more and more people use social media like Facebook and Twitter to share their voices and product reviews, companies need to adapt to find new ways to please their customers.
Have you resolved a customer service issue over Facebook or another social media platform?
Tell us your stories — or your thoughts about Domino’s Pizza! — in the comments below. If you have a complaint you need resolved, click here to submit a report on Scambook.