I wrote a post back in June 2010 talking about how my wife and I had been treated to pretty bad service from Anglian Home Improvements during which they had ‘imposed’ rules telling me my wife must be in when they call round as it was ‘company policy’ – clearly I can’t make a decision about patio doors by myself although I am 34 years old.
Anyway, I had a few follow up messages from the guys at Anglian on my blog post about my point of view which was good as they are watching the social space.
I did a bit more research and discovered that there was a Tweeter called DarkenGold that was sending out frequent Tweets such as this one:
So, I dropped a comment on my blog musing that maybe, just maybe, that Twitter account just might be an employee…
Anglian told me the following in reply;
“DarkenGold is genuinely having our solar panels fitted to his roof…It’s our first Solar installation and obviously he’s a bit excited about it!”
That was clear to see but didn’t really answer my question did it?
Well same as any bloke I love to be right and on the 7th of October 2010 I got a comment on my blog from John / Karl / DarkenGold (he has a few names it seems) saying:
He kindly dropped a LinkedIn link to his profile and it turns out he’s the Head of Contact Centre Operations at Anglian Home Improvements.
Ok, so I gave the guys at Anglian a bit of a hard time about a few areas of their business but you know what – hats off to them for monitoring the social space, getting involved and replying and at the same time trying to launch a bit of a test campaign within the space.
As I always say, it’s better to fail through activity and learn from it than to simply fail through inactivity and therefore learn nothing.
So chaps, thanks for the replies, comments, etc – it’s good to know you’re listening to what’s being said about your brand.
Now go and launch a beautifully thought out social strategy using the channels correctly and being overt about who is who…no more Black Op’s
(and Ps. your Twitter account for DarkenGold has disappeared…)