When customers unfairly rant about poor service on Facebook, most companies just turn the other cheek. But one Washington business decided to respond in full to one irate client's accusations — and was rewarded with a hefty return on investment.
Yakima-based Liberty Bottleworks — "The ONLY American made metal bottle in the marketplace" — gets its share of negative feedback, but when one customer unjustly accused it — in ALL CAPS — of being bad at its job, Liberty Bottleworks co-founder and COO Ryan Clark was moved to respond:
A screenshot of the reasoned and patient (since removed) reply made the rounds online this week, prompting a veritable deluge of new orders to replace the one they'd lost.
Yesterday morning, the company posted a thank you note on its Facebook page, advising its untold number of new customers that, due to the volume of orders received since the post, they may experience longer than normal wait times.
I see what you did there, Universe.