So we're all sick of hearing about the GASP situation. It got a whole lot of media exposure, and we all know the story: woman goes into store, store assistant is a wanker, woman sends complaint, reply shuts her down.
Whether or not the story is a media exercise is yet to be proven yet, but I've actually learnt something from the situation. Whilst GASP has executed the situation rather poorly, it's made me realise that it is actually ok to stick up for your product every once in a while. Most often, a complaint via social media or email is met with an apology. But is the customer always right? When you have a successful product that has been operating and growing for a long time, and you get a hollow complaint about your product, is it ok to defend yourself?
The GASP situation has made me rethink my attitude toward dealing with negative feedback. I think, when you have a brand that has proven to be successful, it is ok to stick up for yourself! What do you think?
Sticking up for your brand is one thing, but to be operating in a retail store that is so focused on specific customer segments is ridiculous. It shouldn't matter if the customer or potential customer does not fall in your target market, they should still treat people like their regular customers.
ReplyDeleteHaving sale "assistants" is to be basically assist ALL the people that come in, not just who they choose.
I would say that when you have a lot of negative feedback, you must be doing something wrong...and being successful and stacking up for yourself can sometimes cause marketing myopia.
By the way, I read on someone's blog that GASP Chapel Street store was having a closing down sale (need confirmation though haha)
I agree, and I think that if you are going to take this stance of sticking up for yourself, you need good reason to. Whilst the GASP scenario is just ridiculous, and they should all be lined up and shot, it's just made me think about how a real brand can learn from their mistakes!
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