Recently Best Buy had one heck of a run in with a negative crowd in their Best Buy Facebook community after posting the following question:
What do you think about offering Bestbuy.com in Spanish?
Maggie McGary writes the article Best Buy Asks The Wrong Question On Facebook on Social Media Today and asks basically why Facebook bothered when supposedly most of their users were English speakers. Of course, in a Facebook group such as the one Best Buy currently has, they may speak English, but there are so many different people that do not use English as a first language. In fact, I would be cocky enough to say, go for it Best Buy. The more you can reach, the merrier.
Multi-Merchant Channel‘s article written by Tim Parry called Live From Shop.org: Best Buy Learns How to Handle Facebook Cranks tells how representative and senior director of interactive marketing and emerging media for Best Buy, Tracy Benson basically said that they had to pull they whole question and comments off their page because people were becoming ‘rude’ and ‘racist.’
I am not sure how Maggie thinks some things are not racist, but when it comes down to it, it is all wrong to act in a manner that is uncivil – period. No one deserves that treatment and usually they not only effect the company, but other users as well. If the responses were negative, as in meaning that they were not for the ideas, as long as a logical answer was provided why, that would have been far more acceptable. Best Buy did not ask the wrong question, but they did not go into interacting more to find out logical pros and cons to research their question for marketing ideas.
As for Best Buy, if they get back down to their basics on talking with their fans/ clients (I almost have to assume that most of the people who are ‘fans’ on the Facebook page for Best Buy have at least been a client 1 time) as they started when they pushed forth with their Best Buy Twelpforce on Twitter. As for negative comments that constitute as uncalled for and uncivil, those comment should be removed, just like in any blog, message board, or social network community.
So, have you taken a lesson from this for your own, blog, and/or communities you either run or participate in? What other suggestions would you have if put in the situation that Best Buy had been?