Silence is Deadly

Posted by Deborah Chaddock Brown on January 29, 2010 under Connecting Moments, Customer Moments, Resolving Conflict, social media | Be the First to Comment

There is nothing worse than silence.  Whoever said “no news is good news” or  ”silence is golden” must have been the parent of a new born because as an entrepreneur and the mother of a college student – there is nothing worse than NO NEWS.

It’s Friday.  The end of the work week.  I should be wrapping things up – preparing for a girly weekend with my middle schooler, but no.  Why?

SILENCE.

On a personal front, my son is facing the consequences of his actions today and I’m awaiting news.  His phone is turned off – probably to avoid my text messages – and the silence is killing me.  So I focus on work.  Except, guess what??  SILENCE.

I am presenting a series of four workshops on Social Media scheduled to begin February 10 and follow for three additional Wednesdays.  I’m very excited about the events and have receive great feedback from potential attendees. 

Using the social media I so strongly believe in – I set up registration for all four classes on Events Bot.  It was a fairly simple process and even included HTML code for spreading the word and creating cutsie REGISTER NOW boxes.  Except here’s the rub.  Sign up for my class and get charged an unexplainable shipping and handling fee of $19.80.  What needs to ship?  Who are we going to handle?

So I contacted the help desk.  The email gave me no answers.

I sent another message to the help desk.  Nada.

So I sent a message to the abuse email.  Nothing.

I changed my account and paid for premium service thinking that maybe there was a glitch in the free service.  I got a lovely canned welcome email.  It included another customer service address to contact.  So I sent them a message. No return message.

This is my first time using their service and could have been a long and mutually beneficial relationship as I am now using their premium service.  But no communication isn’t sitting well with me.  I see from the reports that a really good number of people are clicking on the events.  If only 10% of them purchased, my classes would have been filled yesterday.  So how many are getting to the invoice – seeing an additional $20 charge and cancelling out on their reservation?

Silence from Events Bot is not helping my business or theirs.

I was reading a recent post by Drew McLellan on follow up and the importance of being available and touching base and being responsive to your customers.  HA. 

How true is that?   

So once again, I’m hoping social media will work for one of two things:

1.  You might know of a different event site I can go to and set up my events – please share and quickly.

2. Events Bot has a Google alert set up for their name – will see this and finally give me an answer.

Cuz here’s the deal.  I’m new. This is my first time.  It could very well be my fault.  In fact, I’m sure it is.  I’ve probably clicked something I shouldn’t have. But TELL ME. 

As for my son?  Prayers.

Okay.  don’t be silent – help me out here.  Anyone have advice for me?  Thanks a bunch!