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Here's an Example of @DollarShaveClub Crushing It on Social Media

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Heres_an_Example_of_DollarShaveClub_Crushing_It_on_Social_Mediadollarshaveclub-socialmediaHave you heard of Dollar Shave Club?

They're a razor blade company that bull-rushed the internet in 2012 with their style, flare & low cost blades.

You've probably seen their hilarious Old-Spice-ish commercials.

The vids have been floating around social media since last year -- and have gotten over 10 million views!.

Here's an example:

In the Market

I've been looking for a new razor for a while since Schick quit making the Tracer FX.

*Confession.. Even though I'm pushing 40 I probably only shave once or twice a week -- and sometimes go a week or 2 without shaving (and most don't notice it)!

With all the hype I finally decided to get a membership to Dollar Shave Club.

I chose the $1 monthly membership (plus shipping) -- which is the cheapest package you can buy & includes 5 blades a month.

Not bad for a buck!

The sign-up process was super easy & I received my package less than a week after ordering.

I even snapped a pic of the cool packaging & posted to Instagram:

5185edb8ec8d834ae4000011

Which I also tweeted -- and my buddy Chris Brogan was cool enough to retweet:

brogan

We Have a Problem!

I used the razor the same day & while the blade was great, the handle broke as I tapped it against the sink.

I was totally bummed, so I tweeted:

1sttweet

Within a few minutes I got this tweet from the customer support of Dollar Shave Club:

2ndtweet

Talk about being super impressed with a company!

I immediately sent them my email address associated with my account & got this reply:

3rdtweet

As someone who lives on Twitter & Facebook, I was so excited to see a company using social media (Twitter) in the correct manner.

They could have simply ignored my tweets & blown it off. I mean I didn't reach out to support -- I just tweeted my disappointment in the handle.

And to my shock they replied almost immediately.

Within about 2 days a replacement showed up in my mailbox.

But... it was the wrong handle!

So I got back on Twitter DM with their support & let them know they sent the wrong handle (it was actually a better handle than mine!)

They responded immediately & said they'd ship the correct handle ASAP.

Sure enough. It showed up a few days later & I'm all set now -- until I breaks it again -- and if that happens I'll upgrade to the better handle.

What Lessons Can Your Business Learn From This?

The takeaways here are:

  • Monitor your @ mentions on Twitter
  • Respond quickly when a negative tweet or mention of your brand is made
  • Wow the customer with great customer service -- that goes over & above what's expected
  • Follow up with the customer
  • Fulfill the promises you made

If every company would handle a bad tweet/blog post/Facebook post in this manner, the world would be a better place.

My hats off to whoever is running the Twitter accounts for Dollar Shave Club.

And if you want to try out Dollar Shave Club CLICK HERE.

Here's a pic of the handles. The one of the left is the broken one, the one in the middle the one they sent by mistake, followed by my new blade:

photo

Scott Ayres
Scott Ayres

Co-author of Facebook All-In-One for Dummies and "Ambassador of Awesome" at Post Planner, Scott became addicted to social media before even MySpace (the first time around!). Scott handles training for the Post Planner app as well as Customer Support, Blogging and Social Media. He's been married for 21 years and has 3 kiddos who are his world! Connect with him on Facebook and Twitter.

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