The story isn't over. Tonight I received an email from the other owner, who was out on maternity leave during the original episode, informing me that my post is now the 2nd result when Shabby Apple is googled, and would I please take it down because it is losing them business.
On one hand I feel like I have no beef with S.A. I had a problem, they took care of it. I'm over it. It's old news, why shouldn't I take it down? On the other hand, I feel like I had something important to say and to take it down would be selling out.
Readers, do you want me to remove the post or do you think it's important to leave up?
*****UPDATE***** Your voices have been heard! The pain of removing the post was lessened by Shabby Apple, stepping up once again and offering me another free dress. Their summer line comes out May 1st. I'll be sure to tell you about it when I get.
16 comments:
You would only be a sell out if you got something in return. I'd say sure....for something...lets say another free dress.
Because freedom of expression is paramount, I'd normally vote to keep it up. However, after reading your series of posts, I decided to still check out the SA website (which most people casually googling for modest apparel aren't going to do... they'll stop after the initial post and never give SA a chance; as such, the second post really doesn't get a chance to balance the first). Clearly Shabby Apple is just another upstart business trying to make it in the fiercly competitive fashion industry, but for refreshingly right reasons... from what I gather from their site, they want to provide chic, but modest, clothing to women, thereby filling a current void in women's apparel (I sound like an infomercial!). Based on their prices and likely volumes, no way is this a big money maker. They more than rectified your poor initial experience, as they should have. They clearly haven't worked out all the kinks of a new business, they're new, and they're probably pretty inexperienced. But they're trying. And they're obviously getting better.
Do yourself and everyone else who values modest clothing a favor and cut them some slack by helping them succeed. If they go out of business, everyone loses, and we're right back to where we were before... almost no decent options for dressing modestly; that would be a shame.
This is a tough question I think. They did do the right thing in the end and fix the situation. You did post about how they fixed it, but I bet that post doesn't come up anywhere near as close to the top as the bad post right? I think you should add a disclaimer to the first post stating that Shabby Apple has fixed the problem and you are very happy with the results. Then you could keep your old post and I would think that would make them happy. Maybe it wouldn't make them happy depending on their personalities. I would be curious to know how she can prove your post is losing them business. Are people really contacting them and saying "I saw that post on Prize for Posing" about your poor customer service so even though I'm in love with this product you sell, I'm not going to risk it." Seriously, how does she credit loss of revenue to your post?
Daisy - I had something like that in mind :) After all I would be doing them a favor. Quid pro quo - right?
Chris - I too want companies with good intentions to succeed. However, if they are in fact to remain competitive they need to make smart business moves, and not depend on lowly blogs to make or break them. If they don't like my blog post, why don't THEY do something to fix it? S.A. has a great product, but the dresses aren't going to sell themselves. Savvy marketing and public relations strategies is what is going to make them successful.
Audrey- I wondered that too. In her email she mentioned that my post had received thousands of hits. I don't even know how you would track that, let alone quantify exactly how much business my post and lost them.
JL, honestly in the world of conflict resolution, I would just take it down. Or perhaps even change the title of the post, so that anyone who chooses to read it, will see both sides of the story. You may even have to combine the two stories under one new heading.
In all honesty, when I google something, I only click on the actual link, for fear of dowloading some virus by accident... does everyone 'research' around the company or simply click on the actual link?
There's no way to MAKE you take it down, but I would anyways. That's just me, I am kind of a weenie when it comes to conflict!! :) Plus who knows what else you may want to order from that store in the future and if you are 'red flagged' you could end up with some crappy service?! :)
You could make your blog unlistable on search engines and then it doesn't reference them. If you want to remain public, I would suggest the disclaimer or maybe change the title. They don't know for sure that you are losing them business, but I would think it is. Every time I want to buy something from a new business, I Google it. Your post does indeed come up quite near the top and it is most definitely swaying people away from the business. If you felt they satisfied you and their stuff is quality, then remove the post. If you are still unsure then leave it up, but add a disclaimer. By no means is it their fault that they messed up. You have every right to write a comment on your blog about it. You are right, they need to do a better job marketing.
Chris sounds like an owner, dressed in a random concerned-modest-dresser's clothing.
Many thoughts here.
Can you imagine Obama, Hilary, or McCain asking a political blogger to please remove that last post because it was losing them votes? Or a cell phone company asking someone to stop ripping on their cell coverage because it's losing them business? They do have a niche which automatically gets them a certain clientèles business period. Giving those patrons a quality product and outstanding customer service is up to them.
I do understand them asking you to take it down. I mean that's what they want and if you don't ask you don't ever know. However, to blame their lack of business or slowing business, or loss of business on your blog is ridiculous to me. Seriously, have them tell you how many "hits" they get? Have them tell you how many people have personally mentioned your blog post when considering a purchase at S A. Have them tell you what you gain by taking down a post that allowed you to voice your personal opinion on bad service. You got what you wanted in the end and that is great. They were hopefully able to improve upon their shortcomings which they obviously needed to do anyway.
I think if they were smart they would continue to refer back to your blog comments to see if people were continuing to complain about their product or service and then learn from it or pat themselves on the back because of their improvements.
Lastly, I look at this a little differently perhaps. But I simply don't think the approach of hey will you please remove your post BECAUSE YOU ARE THE REASON WE ARE LOSING BUSINESS is particularly tactful or effective. Rather, the economy has slowed and so therefore will the sales of "extras" such as fine online apparel. I guess I'd look at this and say-I like their product and they did rectify the situation. As you did. Why don't you do something to really change it up and ask them to allow you to advertise on your blog and get a percentage of the sales that your blog link procures...I mean they are blaming you on their losses are they willing to reward you for their gains?
I also disagree with Chris who says that the casual online shopper is going to read your post and stop there. I just don't believe it, especially if they are trying to be informed by reading your post, then they will read the follow-up and based on that glowing review would go ahead and give them a try. There clothes speak for themselves.
dkaz sent me here since she must have wanted me to read the NOVEL she posted---My two bits are: What happened to the business adage of 'any publicity is good publicity'? I personally have never heard of SA until reading this and now I have gone to their site and like their product. I read negative reviews of all sorts of products and take that into consideration when I buy things but it isn't the only factor. Are you their official product endorser? No, then why should you be held financially accountable for documenting a personal experience you had on YOUR blog? SA cannot prove that they lost any business because of your blog but now they have more consumers looking at their product for good or ill. Why mess with that?
That is all. Now I need to go back and check their sizing chart.....
Sellout!
Sellout. OK it's not like they gave you $2000 LV purse. It's just a little dress. But good for you. I still wouldn't have taken it down. I'm kinda hard core though I guess.
It's good to know that if I ever offend you and we're in a fight, I can just buy you something (expensive) and you will like me again.
I think that sounded too harsh. I understand the dilemma. You sacrificed and were rewarded with a free dress.
dkaz would only cave if it were Mitt giving it to her.
Megz - If your name is really Meg, I love Meg. I tried really hard to get Spouse to name our #3 Meg, but he insisted that we name her #3. I agree with your point, any publicity is good publicity. Sometimes when I read a negative review I actually want to check it out even more.
DKAZ- Yes, you are hard core. But that is good and sometimes I wish I had a little DebbieRage to keep me in the game.
MJ - I do have a price. The only difficulty would be finding the right buy-off to match the offense. In this case, the dress was sufficient. In your case, I think I'd have to aim higher :) Seriously though, I don't get offended very often, so don't start saving your money (and it's not like you are offensive either!).
So just for fun I just googled Shabby Apple and the great thing is that your post still comes up...but when you click on it, it says its been removed. So maybe it will give you a little warm fuzzy feeling to know you did the ethical thing by removing it yet your voice is still heard. And you got a free dress for it--you're my hero!
Wow, this is quite the discussion. I like Shabby Apple and I think they're making the fashion world better by giving all of us more options. So I think it's great you took down the negative post. I think they've completely made up for your original bad experience by going out of their way to give you free dresses. There's no reason to encourage other people to not shop there, since they've obviously got their customer service more organized by now.
Post a Comment