Dan from Optus shows us how Facebook is done
Yesterday we examined the speed at which a brand can be tarnished when someone (read: Chris Gayle) diverts from the script. Today, we’re happy to champion the social media chops of Dan from Optus.
As you can see, our mysterious Dan spent a fair bit of time of Optus’ Facebook page responding to, ahem… ‘concerned members of the public’. It seems these correspondents have taken issue Optus’ use of promotional material advertising the multilingual customer service officers in some stores.
The genius of the mononymous Dan can be boiled down to three key techniques:
Patience – Dan never fires back in frustration and is always respectful
Empathy – Dan listens and seeks to understand the key issue of the post
Facts – Despite the occassional pointlessness of his efforts, Dan ensures each response contains facts rather than claims.
It's a textbook lesson in how to manage those who are looking to frustrations via your social media, and is transferable to every business' marketing strategy. Check out more of Dan’s work below, as well as a snippet from the Optus Facebook page (which is suddenly recruiting a huge number of #danfans).
[Optus Facebook/Age of Aquarium/GizmodoAU]
Nice burn, Dan! Here is some of that love coming back Dan's way: