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    Here’s an Example of Dollar Shave Club Crushing It on Social Media

    By Scott Ayres | Yahoo Small Business

    Have you heard of Dollar Shave Club?

    They’re a razor blade company that bull-rushed the internet in 2012 with their style, flare & low cost blades.

    You’ve probably seen their hilarious Old-Spice-ish commercials.

    The vids have been floating around social media since last year — and have gotten over 10 million views!

    Here’s an example

    In the Market

    I’ve been looking for a new razor for a while since Schick quit making the Tracer FX.

    *Confession.. Even though I’m pushing 40 I probably only shave once or twice a week — and sometimes go a week or 2 without shaving (and most don’t notice it)!

    With all the hype I finally decided to get a membership to Dollar Shave Club.

    I chose the $1 monthly membership (plus shipping) — which is the cheapest package you can buy & includes 5 blades a month.

    Not bad for a buck!

    The sign-up process was super easy & I received my package less than a week after ordering.

    I even snapped a pic of the cool packaging & posted to Instagram:

    Here’s an Example of Dollar Shave Club Crushing It on Social Media image 5185edb8ec8d834ae4000011Here’s an Example of Dollar Shave Club Crushing It on Social Media

    Which I also tweeted – and my buddy Chris Brogan was cool enough to retweet:

    Here’s an Example of Dollar Shave Club Crushing It on Social Media image broganHere’s an Example of Dollar Shave Club Crushing It on Social Media

    We Have a Problem!

    I used the razor the same day & while the blade was great, the handle broke as I tapped it against the sink.

    I was totally bummed, so I tweeted:

    Here’s an Example of Dollar Shave Club Crushing It on Social Media image 1sttweetHere’s an Example of Dollar Shave Club Crushing It on Social Media

    Within a few minutes I got this tweet from the customer support of Dollar Shave Club:

    Here’s an Example of Dollar Shave Club Crushing It on Social Media image 2ndtweetHere’s an Example of Dollar Shave Club Crushing It on Social Media

    Talk about being super impressed with a company!

    I immediately sent them my email address associated with my account & got this reply:

    Here’s an Example of Dollar Shave Club Crushing It on Social Media image 3rdtweetHere’s an Example of Dollar Shave Club Crushing It on Social Media

    As someone who lives on Twitter & Facebook, I was so excited to see a company using social media (Twitter) in the correct manner.

    They could have simply ignored my tweets & blown it off.  I mean I didn’t reach out to support — I just tweeted my disappointment in the handle.

    And to my shock they replied almost immediately.

    Within about 2 days a replacement showed up in my mailbox.

    But… it was the wrong handle!

    So I got back on Twitter DM with their support & let them know they sent the wrong handle (it was actually a better handle than mine!)

    They responded immediately & said they’d ship the correct handle ASAP.

    Sure enough.  It showed up a few days later & I’m all set now — until I breaks it again — and if that happens I’ll upgrade to the better handle.

    What Lessons Can Your Business Learn From This?

    The takeaways here are:

    • Monitor your @ mentions on Twitter
    • Respond quickly when a negative tweet or mention of your brand is made
    • Wow the customer with great customer service — that goes over & above what’s expected
    • Follow up with the customer
    • Fulfill the promises you made

    If every company would handle a bad tweet/blog post/Facebook post in this manner, the world would be a better place.

    My hats off to whoever is running the Twitter accounts for Dollar Shave Club.

    Here’s a pic of the handles. The one of the left is the broken one, the one in the middle the one they sent by mistake, followed by my new blade:

    Here’s an Example of Dollar Shave Club Crushing It on Social Media image photo1Here’s an Example of Dollar Shave Club Crushing It on Social Media

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