I love Mike’s Corner Store’s take and bake pizzas, they make fabulous fresh “Landmark” pizzas and lasagna. So I was thrilled to learn they had a Facebook page and almost beside myself one busy afternoon when a “Special Offer” from Mike’s appeared on my Facebook news stream . . . 30 percent off a take and bake pizza if you told them you saw the offer on Facebook.
Here’s the message “Monday Night Football Special. You don’t have to watch football to get the Deal. Just come on down and mention this [sic] add on Facebook. 30% off all Pizza’s – No Coupon Nec. Tonight only. Call ahead for faster pick-up.”
So I called to order. “What are you talking about?” the person who answered the phone was puzzled. I tried to explain. It seems only the shop owner was aware of the promotion. The staff thought I was a nut, they had no idea about the promotion. What should have been a quick call to order my favorite pizza, wound up being an “on-hold” festival. I was on my way out the door for a time sensitive errand and couldn’t wait any longer, so I hung up. . . without having ordered my pizza. Thankfully the owner had the foresight to call me back, quickly get my order and make the situation right.
The moral of the story – communication isn’t just about customers and prospects, it’s about how employees embody and portray your brand. You can help your employees become stakeholders in your brand and your success through consistent communication.
Em-Bolden 