Is social media worthwhile?

Is social media worthwhile?

Big box retailer uses social media

I want to present a stark experience with a big box retailer’s member support to show you why you, as a company, should embrace social media. Maybe this will change your mind.

My wife and I shop at a local big box retailer. We established two accounts there back in February 2004. We have been happy with them for most of that timespan. However, events in 2010 almost drove me to cancel our membership. I usually pay our bills in person. I visit the local store and give them our two statements with two checks. Staff usually applies my check to my account and my wife’s check to her account. They have done this correctly for years. I thought this was a rather simple task for staff. I was wrong.

Where is the money?

Back in 2010, staff repeatedly applied both checks to my wife’s account. She ended up with credit balances and I ended up with past due balances, late fees, and interest. This did not make sense to me. I worked with staff at the local store to reapply the payments correctly and remove the penalties. I thought this was a done deal. I was wrong.

On December 4, 2010, I visited the local store, filled my shopping cart with $188 worth of items, and tried purchasing them. The clerk told me my account was closed. I visited the service desk and was notified that although my membership was valid, my credit account had been closed. She called their 800 number and handed me the phone, and I was informed that they closed my account due to a “business decision.” I hung up and went home.

Social media flame campaign

I can make “business decisions” too. I decided to launch a Facebook flame campaign against them. How could the big box retailer close an account on someone who has paid his bills on time every month since early 2004? How could they close an account that has a $0 balance? How can they close an account on someone whose credit score is in the 99th percentile? This was downright stupid. I sat at my computer and opened I thought, “Maybe I can complain at their Facebook page and see if anybody there responds.” I found a product page for them and wrote my complaint. This was Saturday night.


Within two hours, a Facebook user responded and identified herself as a big box representative. She asked for my name, phone, and membership number. She said someone would contact me within a few days. On Monday morning, I received a call from another representative informing me that she would be assisting me with the credit issue I reported on their Facebook page. That afternoon, I received a call from a third representative who asked me for more info and then reopened the account. This call came in at 2:45. She reopened the account within 10 minutes. The next day, the second representative called and asked if everything was settled to my satisfaction. I visited my local store that Tuesday afternoon, bought something on my credit account, and reported that yes, everything was resolved to my satisfaction.

The big box retailer turned the situation around within one business day. I was angered by their credit agent’s stupidity and wrote a concise Facebook post showing how they angered a long-term member. Somebody monitored that page on a Saturday night. Somebody else responded further on Monday morning. Somebody else fixed the issue on Monday afternoon. I am once again thoroughly satisfied with this big box retailer. Their ability to fix this situation made them a hero in my book. Their embracing of social media makes them a hero in this book. I believe this answers the question “Will social media help me retain current customers?”

We set up similar monitoring structures for our clients. If someone is trying to smear their reputation online, we have the tools to identify and diffuse that. Protecting your reputation may be more important than establishing your reputation.

Who wrote this? Sacramento SEO Wizard wrote this

Mark Anthony Germanos uses Internet tools to help your ideal customers find you. Mark is the Social Media Director at, the premier Sacramento SEO company. They offer SEO, Internet marketing and social media solutions that get you on page 1. Getting you on page 1 takes a little time. Good things do take time.

“Yes yes yes,” you may say, “there are a lot of Internet marketing guys out there. How do I know SEO, Internet marketing and  social media will get me more business”?’s Sacramento SEO Pro Gold package includes creating a 6,000 word document. It has abundant content for a successful SEO campaign. Sacramento SEO Pro Gold will not produce instant gratification. Sacramento SEO Pro Gold works, promotes you to page 1 and gets you more business.

Running a successful business isn’t as easy as it used to be. The margin of error is smaller. Contract out your SEO, Internet marketing and and social media campaigns to someone you can hold accountable. Tell him to get you more business. Call (916) 752-6767 today. Google “Sacramento SEO” or “Sacramento SEO Pro” to see SEO strategies that can work for you. Mark is available at (916) 752-6767 and at


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About the Author

Inbound Marketing Certified by @Hubspot. I use WordPress websites to help you get more business. I work with businesses, mostly licensees and owners of assisted living homes, who agonize over keeping their beds full. With my 21 years of business experience, I create complete marketing systems that give you a higher occupancy rate and put more money in your pocket.

“Yes yes yes,” you may say, “these guys are a dime a dozen. Why should I do business with this guy”? Here are three reasons:

1. I used to think this was useless. My business almost failed. I decided to change my attitude about Internet marketing, search engine optimization and social media. My business recovered. If you think this is useless, I can help you embrace this as a valuable tool to grow your business.

2. My ideas work. I can show proof of campaigns that achieved page one placement.

3. I am running a business too. I believe SEO and social media are tools you have to use to meet your objectives.

We’re not living in 2005 anymore. Running a successful business isn’t as easy as it used to be. The margin of error is smaller. You have to be good at what you do and your marketing has to be great. If so, you get to stay in business. If not, you become a statistic. Contract out the marketing to someone you can hold accountable. You’re running a business here. Call (916) 752-6767 today.

Comments (1)

  1. Cida :

    i’m grateful for the given information.

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