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Smart Customer Service on Facebook

By: Amber Morris | 01/10/2011

"The conversation is happening with or without you" stands as the simplest and smartest advice for those unsure about engaging in social media for their business, brand or products.

We often share this mantra with social media naysayers, reminding them that engaging in social media gives them the opportunity to influence the conversation.  This weekend, I witnessed a powerful example.

Shakespeare's Pizza is a legend in Columbia, Mo. It's located near the Mizzou Journalism School and even nearly 20 years later, I often find myself craving my amazing weekly slice and a salad lunches there ... mmmm.  But I digress.

Early Saturday morning I spotted the following status update from them in response to a negative post on their page. 

It didn't take long before 82 ... yes, 82 ... people had "liked" this update.  Plus, there were more than 40 mostly extremely positive responses.  My favorite response: And THIS attitude is why WE LOVE SHAKESPEARE'S!!!

Not only is the conversation happening ... it is influencing choices about brands, products and businesses every second of every day.  If Shakespeare's hadn't been on Facebook, the negative comment about them most likely still would have been posted ... potentially damaging their brand with no positive response from them or all those who love their Shakespeare's pie.

Posted in Digital Communications