I got a call a few minutes ago from Bob and Melissa at Bemis Manufacturing Company. Bemis Manufacturing Company makes toilet seats. This is their specialty. They have apparently been doing it over 100 years.
As such, this is a tale of My Toilet Seats, Total Redemption, and Social Media.
My Toilet Seats
If you might not have seen my earlier post yesterday, I was upset that the toilet seats I bought just under 18 months ago showed significant signs of corrosion and peeling. You can see the earlier post here (warning: graphic pictures of toilet seats - viewer discretion is advised).
My belief is that toilet seats should last a lot longer than the 1 year 5 months that I have had them. Hence, I wrote a detailed post on them. I called out Bemis Manufacturing Company on them given I expected more.
Total Redemption
Totally unexpectedly, as I mentioned above, Bob and Melissa from Bemis Manufacturing Company called me this morning first thing. In two words, Bemis earned ‘total redemption’ in my mind.
It was an amazing call on several fronts.
Most importantly, it impressed me that Bemis actually was concerned for the products I bought and my experience with them. They were genuinely concerned for the issues I am having and understanding why their products didn’t live up to their own expectations for use and longevity.
As a guy who feels he can read people pretty well, I felt they were genuinely concerned for product quality and customer service and not just responding to my post. This was about understanding what went wrong with the consumer and product.
It was also about showing the consumer that they care beyond the conversation. Suffice to say, Bemis is graciously sending me two new seats by overnight mail to replace the ones I have still. Bob and Melissa even offered to upgrade them to their whisper quiet design (lid won’t slam) given they listened when I said I had young kids (I thanked them but declined - I am quite happy already with the resolution and don’t need more than that) I will be sending back the old ones so that they can evaluate why there are issues with the seats and understand what happened. Based on the conversation and level of concern, I believe they really are committed to product quality and to their customers.
Based on this experience, Bemis can expect to retain me as a customer now and in the future. This experience is what I wish every company would take the time to understand and emulate. There should be a fair and meaningful give and take between customers and proprietors. It’s not all about me and it’s definitely not all about you. I want to connect on a meaningful level with people and companies - it has value to me. In fact, if I feel good about a product and a company, I will come back again and again. I believe in this principle and my shopping habits reflect it.
Bemis Manufacturing Company earned my loyalty in that phone call. Bob and Melissa earned my respect for taking the time to talk with me, listen to my concerns and show me they were listening (remember the offer to upgrade above because I have young kids), as well as rectify the situation.
Again, total redemption.
Social Media
How did Bemis Manufacturing Company find out about me? Likely, they have a Google Alert or similar alert turned on for any time something comes up with ‘Bemis Manufacturing Company’ in the content. That’s the first step to monitoring the web for what’s going on about you or your company. Of course, it is easy to set up an alert.
It is much harder for a business to develop a mindset that really is focused on the customer and providing service and products that the customer can truly appreciate.
Bemis Manufacturing Company is clearly tapping into both elements of the Social Media Revolution and customer orientation. They are also employing people who understand the potential benefits of having an open dialogue across the web. Based on my conversation, Bemis is listening. It is open-minded. It is concerned. And it is engaged.
This is an also example of a consumer pushing at a company to see a different behavior and action and the company taking notice and responding positively.
Coincidentally, there was a interview with a former Amazon executive on National Public Radio a day or two ago talking about how consumers will in effect help companies to change through social media. I didn’t necessarily agree with the premise then but understood enough to know that this person might just see something I haven’t yet fully appreciated.
I don’t blog, twitter, or Facebook to tear down people or entities - that’s not what I or social media is about. I do this for a variety of reasons - to express myself, to educate myself or others, to laugh, to get perspective, and to change myself or others in a more positive way. But I hadn’t fully felt the possibility of what could be possible between a customer and a proprietor until this morning.
That Amazon executive was right. Gary Vaynerchuk is right. I just experienced it.
This is what Social Media and the Commercial/Retail arena should be about. I see so much potential in social media and its ability to change behaviors on a positive level.
And I am a little more optimistic as to the potential of our commercial sector when even a company that sells toilet seats can lead by example and show how a more honest dialogue online can result in a win-win solution for both the company and its customers.
Pass It On
Because I believe in the story of what happened here, I am hoping others will pass on this story. This is the right kind of business behavior that we should strive to evolve to once again.
This is an example to me of the true positive power of Social Media - to highlight the more uplifting and positive things that can happen when people communicate so actively and intently, and drive change that is a benefit to all.
And surprisingly, this example comes from something so common and seemingly ordinary as the toilet seats in my house.
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Wow, that’s totally awesome of them to do that! This is a company that knows exactly what the new age media is all about. Hats off to Bemis for knowing a bad situation can be handled in such to make a loyal customer for life. Very fun post to read, just shows the power of the little guy’s voice in today’s world.