How Not to Conduct Your Business on Twitter

There was mucho furore on Twitter today, as MUA attempted to launch their (apparently) much anticipated code for 50% off all their products.  However, as is usually the case with these types of promotions, word got out and before you knew it, all make-up lovers were heading to the site to start their shopping which resulted in a mahoosive site crash.

So, rather than take to Twitter to apologise for any inconvenience caused, loyal fans were tweeted these gems:

Everyone, please get off our website!“….really? I’m sorry, you want your customers to NOT visit your site?  Your site can’t handle the surge of traffic and the fault of this lies at the feet of your customers?? I imagined a middle-aged, matron type sitting there Tweeting and getting all flustered that her charges were being awfully naughty.

Obviously I understand and even sympathise with the fact that it was probably quite stressful for the MUA team; I would imagine they wanted to get it sorted as quickly as possible so everything could go back to normal, but barking patronising orders at your Twitter and Facebook followers is not the way to go; at best it’s unprofessional and at worst it’s just plain rude.  Clearly they didn’t plan very well for this and I’m sure lots of lessons were learnt, but seriously MUA, apologise for inconveniencing the very people who keep your business afloat, don’t shout at them over Twitter!

Comment

4 Comments

  • Louise x
    January 21, 2013

    It was ridiculous! Telling people to get off the website. That was when I decided I wasn’t going to bother. I was going to wait till late tonight and then order. They’ve now lost a customer.

    Also, did you notice that they lied about the promo to start with? 15.00 minimum spend … no MUA, you need to spend 30.00 before you get a discount don’t you? That was the second thing to rile me lol.

    Louise x

    Confessions of a Secret Shopper

    • Sascha BG
      Louise x
      January 21, 2013

      It was just all over the place, the whole thing! I noticed they also said 50% off EVERYTHING and then it turns out it doesn’t contain the vanity case which, from what I understand, quite a few people were hoping for xx

  • Miss Stylicious
    January 21, 2013

    Totally missed this, but surely they can predict this will happen? The same happened with Model’s Own and Asos not too long ago. Good deals are good because everyone wants them, so don’t bark orders at your customers when they also agree they are good. Double face palm indeed.

    • Sascha BG
      Miss Stylicious
      January 21, 2013

      The thing is, I think it’s always going to be a bit difficult to manage as technology can be quite unpredictable and I think most people will have a level of patience if the whole situation is handled nicely and politely, but to cock up and then deal with it by barking at everyone on social media without any real apology is really poor and makes the business look very amateur…in my opinion 🙂 xx

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