UPDATE 3-17-2015: The email exchange below occurred 2 months ago. As of this morning, my email has been opened 537 times, from 18 devices in 14 locations. (Thanks Yesware for the awesome tracking!). It is not possible to know if the email was just opened or was actually read, but, as of this morning, I have had no response of any kind from Web.com.
Thank you everyone who read, shared and commented on my post yesterday – We All Have To Work To Stop The Snake Oil Salesmen
Since I was contacted by the “Executive Escalation” team at Web.com, I felt it was only fair to keep everyone up to date on what was happening. Rather then possibly mis-quoting or allowing for mis-interpretation of our correspondence, I have copied in both their email to me and my response in their entirety (see below). We’ll see where it goes from here. I may end up being the lucky recipient of a cease and desist or a libel and slander suit, but we’ll see. Hopefully the good folks (and I am sure there are a lot of really great ones there!) at Web.com will realize that 1) these are not only my concerns but the concerns of multiple people in the industry and they really need to look at what they are doing and 2) they will get someone in (Heck, they could even hire me!) to fix their social media program and the social media services they offer to clients.
Fingers crossed and I’ll be sure to keep you all informed if anything else develops.
FYI, I did leave off the name of the person from Executive Escalations intentionally. I don’t want to beat up on an single individual who, I am sure, is just trying to do their job the best they know how.
FROM EXECUTIVE ESCALATIONS at Web.com
I work for the Executive Escalations office, monitoring our social media communication channels from within. I wanted to reach out to you to address what appears to be an unpleasant experience you had yesterday via our Twitter channel.
My sincerest apologies for any sort of frustrations, disappointments, or overall aggravations you experienced yesterday with our company, both on and off-line. We never want our customers, be they already established or potential, to feel as if they’ve been overlooked, mishandled, or challenged in any sort of way. Our goal when monitoring SM channels is to maintain an open, non-combative lines of communication, offering to help facilitate assistance however we can. We also value any and all feedback, be it negative or positive, as we report results on a weekly basis and implement changes to our policy and training as needed.
If there is anything I can do to further assist to ensure you leave this experience with a lighter, more positive outlook on our company, I’d be more than happy to accommodate. Thank you so very much for your time, and again, my sincerest apologies for any and all frustrations.
Nice note and all… but as you can see by my response, I’m not really buying it –