The COO and co-founder of a metal water bottle company won points by pushing back on a customer's Facebook rant. The customer's all-caps post made Liberty Bottleworks sound unresponsive, but Ryan Clark tells a different story.
Addressing the customers' "numerous voicemails and emails," Clark's response skillfully quotes one of her messages: "It is the holidays. You should be working." (Correct punctuation added!) Clark's post defends his employees: "Family first, product second."
Since this exchange was posted on Reddit, Liberty Bottleworks wrote a Facebook message that the company has received record call volumes. Social media hopefuls correlate Clark's reaction and praise him for NOT following conventional wisdom of appeasing customers online.
- Assess the customer's post. What, if any, part of her message could be justified?
- Also assess Clark's Facebook response: what works well, and what could be improved?
- Help Clark improve his business writing skills. Rewrite his message with clearer organization and proper punctuation.