grum lives here - Latest Comments

Re: Warning: this publicity stunt may contain publicity stunts

grum — Thu, 12 Apr 2012 01:47:45 -0000

once upon a time I'd agree with you but I've had a look at numbers that I've run for clients of mine in the past - spamming Twitter/Facebook works. The downfall is that it also causes follower numbers to decrease.

Re: Warning: this publicity stunt may contain publicity stunts

craigd — Thu, 12 Apr 2012 01:43:28 -0000

Its an interesting theory, however people's tweets become worthless after a while when they constantly flood it with nonsense.

Of course I guess everyone's idea of nonsense is different so I am not really in any place to to criticise. Anyway, you might still get a chance to stay there, maybe all is not lost.

take it easy

Re: Warning: this publicity stunt may contain publicity stunts

grum — Thu, 12 Apr 2012 01:41:14 -0000

Oh, I was very aware that I was annoying people ;) It was a risk I was wiling to take. My timeline often is filled with people doing similar stuff so I just rely on twitter filters to block all that spam!

Re: Warning: this publicity stunt may contain publicity stunts

craigd — Thu, 12 Apr 2012 01:36:59 -0000

Well this is a strange one. I actually find myself agreeing with you. Firstly I would like to point out that I found the whole "vote for me" thing pretty annoying. In fact you were pissing me off.

However what you have said above makes perfect sense, a small Hotel based here in Perth a smallish city with little or no marketing budget. What a great idea. I would have done the same thing. Love or hate you guys you have lots of followers and ARE listened to out there in the Twitter community.

Plus it's no one's business who they give these rooms to or why. Although I am glad the vote me stuff has stopped I am disappointed the way this has all turned out for everyone involved.

On a finishing note there is certainly no excuse for personal attacks on anyone.

Thanks for the interesting post.

Craig

Re: Warning: this publicity stunt may contain publicity stunts

Clint W — Tue, 10 Apr 2012 02:24:18 -0000

It wouldn't be twitter if people weren't overreacting

{edit} dammit signing in half way through writing the post wasn't a good idea lol as sent in that part...

Time will tell on the campaign, as it does with all these things... but whether you agree or disagree with the direction is one thing, directing personal attacks at people like @freocookster is a whole other issue and step to far

Re: Transperth trailing WiFi through Telstra

grum — Mon, 11 Apr 2011 22:28:17 -0000

I'd say that if it exists still, its through a different provider. Telstra's servers that previously serviced TransperthNet seem to not exist anymore. But I doubt it since Transperth declared the exercise a failure.

Re: Transperth trailing WiFi through Telstra

sunil s — Mon, 11 Apr 2011 22:22:53 -0000

Hi,
You are right. I saw this in the circular 98 route. But I am curious if it is still there ? It will be a very good feature and I am sure passengers would love it. It would also mean passengers preffering to go to work on transperth instead of using their own vehicle. It should be viable.

Re: You are following 0 people.

Guest — Sat, 26 Feb 2011 21:23:56 -0000

Hmmm... I @reply'd you to follow me and got ignored. Wanker.

Re: You are following 0 people.

Lyall — Mon, 31 Jan 2011 01:01:59 -0000

Your reasoning is sound @grum

Re: Gumtree’d

Seb — Wed, 22 Dec 2010 01:41:43 -0000

I'll take three!! Fantastic writing there. No wonder it sold straight away.

Re: Customer service in the age of Twitter

Poindexter — Tue, 21 Dec 2010 23:23:21 -0000

poindexter
any person (usually a nerd or geek) who says useless random facts at random times (usually to random people because they have no friends)

Re: Customer service in the age of Twitter

Guest — Tue, 21 Dec 2010 02:06:57 -0000

I find myself getting more and more confused by your mixed messages.

You claim that "I had already aired all my grievances with Moonlight in public so I expected a public response."

Moonlight did give you a public response. In fact, they gave you a more apologetic and useful reply than you got from Coles.

Their tweet: " @grum Sorry 2 hear u were unhappy w/ yr trip 2 Moonlight. We're happy 2 respond 2 the issues u raised. Pls email frontdoor@moonlight.com.au" contained an apology, a willingness to help you with your grievances and the contact details for their customer service team. What more could you have wanted from them?

Particularly after you had insulted their brand, their sponsor, accused them of hating pensioners and drowning babies, I feel that a responsive and polite message such as the one they provided you would have been more than sufficient.

You clearly didn't contact their customer service team for complaint or compensation, yet you still complained that they hadn't given you any?

What you don't seem to have taken into consideration is that business' use of social media is still a developing form. Not all companies have moved customer service relations on to twitter or facebook, nor should they have yet. It's a developing medium, business' and the public are still figuring out the uses of these networks and whether they can subsitute established services like phone and email. I understand that you may want this process to be all clear cut, but it's simply not there yet. So to assume a company will have a dedicated social media team ready 24/7 to respond to tweets is too great an expectation at this stage. I do agree that a step in this direction is a positive one, but at this stage we simply can't expect it from all companies.

I'm a Media Communications grad and a fan of Moonlight so I just wanted to put my two cents in.

Re: Customer service in the age of Twitter

grum — Mon, 20 Dec 2010 23:27:16 -0000

Oh, I've dealt with Vodafone in the past as well.

But I sent the issue to the Ombudman instead. A lot more powerful than whinging like a bitch on Twitter :)

Re: Customer service in the age of Twitter

londonjustin — Mon, 20 Dec 2010 22:50:44 -0000

In that case more power to your twitter (... tho I still think it seems a touch unfair to say Moonlight Cinema 'did absolutely nothing to compensate' when they did at least make a half-arsed attempt to get in touch).

btw - if you really want to mouth off about atrocious customer service via social media I have one word for you: Vodafone...

Re: Customer service in the age of Twitter

grum — Mon, 20 Dec 2010 22:48:20 -0000

No, I was annoyed by the snarky response I got back from them. If they had left it alone, this blog post wouldn't have existed.

Re: Customer service in the age of Twitter

Loftyplace — Mon, 20 Dec 2010 22:32:51 -0000

Sometimes I think we have to state how we could be compensated...rather than hoping someone will just know. Are you more annoyed that you had to email them first?

Re: Customer service in the age of Twitter

grum — Mon, 20 Dec 2010 22:29:01 -0000

Thats exactly what I'm doing.

I didn't want any compensation 2 days after the fact so I left it and still got a snarky response from them. They could have simply kept their mouth shut. I don't take kindly to smartass responses from companies who are supposed to be providing me a service.

This is the joy of customer service in the public spotlight - if you offer it, do a half decent job of it otherwise don't bother because if you screw up, your faults are left bare for everyone to witness.

Re: Customer service in the age of Twitter

londonjustin — Mon, 20 Dec 2010 22:20:38 -0000

I don't get it - you say that you're no interested in any compensation that Moonlight Cinema might offer, and then complain that they don't give you any compensation? You say that emailing Moonlight Cinema is unacceptable as it takes the issue out of the public forum, and yet it's perfectly ok to send a DM to Coles?
Presumably it took Moonlight Cinema two days to respond because your initial tweet was on a Saturday - granted, it's a significant customer support fail that they weren't monitoring it at the same time they had an event going on, but I would guess they don't have the resources to pay people to sit on Twitter on a Saturday night.
I'm all for taking companies to task for poor customer service, but honestly the tone of this blog post just makes me think you want to publicly air your grudge against Moonlight Cinema without allowing them so much as an inch of leeway to atone for a crap night out.

Re: Customer service in the age of Twitter

grum — Mon, 20 Dec 2010 22:00:35 -0000

Coles stepped in within minutes, offering to fix the issue. The DM was to get details of the store etc. When I said I didn't want help, they persisted instead of leaving the issue alone. Unlike Moonlight, who sent off a highly unprofessional tweet the second time they responded to me. This blog post would have not been posted if it wasn't for their arrogance in that specific tweet.

The issue with coles did not affect anyone but myself, there was no need to respond publicly over a bottle of milk.

Moonlight took two days to respond and when they did, they didn't clear the air publicly about issues that I had raised which does affect the public.

The issue regarding the no alcohol was due to the absence of a liquor license - this license was not granted until after my tweets and was not advertised on their Facebook/Twitter pages and to my knowledge it was never acknowledged on their public website. This meant that four screenings were shown where the public were not offered the services that were advertised. Instead, we were given a phone number to a pizza shop.

Re: Customer service in the age of Twitter

Janeprice — Mon, 20 Dec 2010 21:46:09 -0000

Are you serious?! It's as if you didn't want Moonlight Cinema to attempt to make up for their mistake. What's the difference between DMing Coles and emailing Moonlight?

Re: awhutnow?

moldor — Fri, 17 Dec 2010 03:10:26 -0000

Sorry I never caught up with you when you were here, but after reading the above I understand and kinda respect the courage it took to make the decision to return.

Drinks in Perth one day...

Re: So I’m now a Telstra social reviewer.

grum — Mon, 29 Nov 2010 02:20:50 -0000

I hardly call myself influential and if you've been paying attention to my tweets, I've been less than positive about the phone. Not because I'm trying to make myself look like I'm not a Telstra fan, but because the Phone isn't remotely ready for the market in its current incarnation. I'll clarify in further blog posts.

Re: So I’m now a Telstra social reviewer.

anonymous — Mon, 29 Nov 2010 02:17:12 -0000

as one of the most influential persons online in perth, telstra is buttering you up to give them a good review. i wouldnt be surprised if theyve been passively agressivelally reminding you that theyve given you a free phone and xbox and expect a good review.

Re: awhutnow?

Helen Liu  — Thu, 21 Oct 2010 03:27:45 -0000

Good on you for getting out there and discovering your potential avenues. It's a shame things didn't work out the way you hoped in Sydney...on the other hand, we're thrilled you have you back! You have a great network of friends here who will only be too happy to help you settle back in.

Re: awhutnow?

Mal Gordon — Wed, 20 Oct 2010 04:01:29 -0000

I appreciate your bravery. I spent a year in Melbourne and came to the same conclusion....I missed my family back in Perth too much so headed back and was much happier for it.

I think it took that stint to realise just how much I missed them and how homesick I was.