What are your staff doing online?
I suspect there’s more than a few blogs who have had a “breakout” blog post – the one which seems rather minor at the time, but seems to build and take on a life of its own.
For me, and slightly depressingly, it’s often posts which consist of me ranting, moaning and generally letting off steam, rather than my hard thought about and well crafted missives on software development, or travel. Nah, ranting all the way then…
My posts about Freeserve’s awful webmail were still generating emails and traffic way after the company was rebranded to Wanadoo in 2004. In fact I was still getting emails in the summer of 2007, by which point the company had been rebranded to Orange.
But the real breakout post was back to the ranting – a post which was really just me getting off my chest some frankly awful service by GE Money.
Little did I realise when I wrote it that, a year on, it would be one of the most visited blog posts and would have the most comments. And indeed, that if you searched for GE Money, it would be the fifth link in Google (the first three being GE’s own sites, and the fourth a Reuters news story). Surprisingly most well known consumer review sites are completely missing from the search results.
The comments which have come in obviously show the negative feelings many people have towards the company – and the rather vicious attacks that have also come in towards people who have had trouble. As far as I’m concerned, the problems I had with GE Money were clearly them making a mistake and then not rectifying it without me having to do a serious fight, yet according to one commenter
you people may want to learn how a credit card works and read your t’s & c’s of your credit contract.
Whilst another person retorted:
you noticed the mistake – you called in and you had your fees waived – quit moaning!
To which I had to reply along the lines of that I only got my fees waived by ultimately being a complete b-stard to someone in call centre.
Other interesting comments came from several happy customers (one of whom had a GE email address – which I thought was an interesting move), some disgruntled people who have to flog store cards which are run by GE Money and a couple of GE Money staff – the range in replies from them come from general invitation to
think about dealing with abusive, rude, customers all day long who dont understand what they have signed for on credit agreemtns and having to repeat yourself over and over and over and over again. Its not interesting work at the end of the day.
which was a sharp contrast to this response from someone else claiming to be from GE:
GROW UP AND TAKE SOME RESPONCIBILITY FOR YOUR OWN CREDIT AND STOP EXPECTING PEOPLE TO DO EVERY LITTLE THING FOR YOU!!
The same person proclaimed that all the commenters came
“under the PIG IGNORANT group of customers”.
Which perhaps just reminds us that sometimes it’s not just the customers who need to vent their spleens.
That said, such responses are perhaps not what GE Money’s management would like to see their staff coming out with. Or maybe they would. Who can tell.
GE Money employees are of course likely to defend the company they work for – it’s natural. Happy employees anyway. But with any employee “defending” the company they work for, there’s the potential for doing more harm than good to company itself. And if I was a senior manager in GE Money and those were the responses coming out in the company name, I’d be very worried indeed.