I recently bought a new wallet. Woop-de-doo Mike I hear you say! Well, I’ve been through an interesting purchasing process here and it has provided me with the perfect example of a brand that just aren’t being sociable enough.
I bought a Bellroy wallet
I had serious wallet issues. Too many cards meant that my wallet was a monster. I couldn’t get it in my pocket and I was a laughing stock. Okay, that’s an exaggeration, but it wasn’t pretty. So, I went on a crusade to find a new wallet that would accommodate (most of – I had a slight cull) of my cards. Google led me to Bellroy, who make wallets that are designed to deal with this very issue. Great! I made on order and then took to Twitter to announce to the world that my wallet issues may well be over.
Said tweet sparked a few responses, you can see a chat with some pals who had witnessed my wallet issues below…
Note that Bellroy are mentioned in each one of those tweets. Around four days later, my wallet arrived. I was rather excited about my imminent bulky wallet freedom. I loaded the wallet up and tweeted a pic of the result.
My chums that I had tweeted responded with much praise for Bellroy, and my hands.
Earth calling Bellroy, come in Bellroy!
Still no interaction from Bellroy. All they did was favourite a couple of the tweets. That serves no purpose other than an egotistical bookmark of praise for the brand! Was I tweeting about them because I wanted them to declare their undying love for me? No! I like to try to engage with brands that I’ve enjoyed the experience of dealing with. Bellroy do pretty much everything else right – they have a really nice website, with great supporting content. Their tone is wonderful and fits the brand very well.
All it takes is a thanks…
Now, I literally just checked to see if they are responding to other people. AND THEY ARE!!! So what have I done wrong? Poor me. They’re responding to people who have sent one little tweet. Did my volume of tweets hack them off? Did they not like my hand? The thing that really irks me is that they’ve taken the time to ‘fave’ the tweet, but didn’t take the extra 20 seconds to say ‘cheers Mike, enjoy’. My tweets have introduced the brand to a few people – that’s not going to cause them a landslide of sales, but pretty nice none-the less, right?
Do I still think it’s a cool brand?
Well, the product is very, very nice and incredibly well thought out. That’s more important in many ways than the ‘brand’. Yes, I do still think they are cool, but if they had just said thanks, I’d have thought they were even cooler. I know they don’t care about me and my lovely, hairy hands and my now almost flat pocket, after all, I’m just one mere mortal. However, the fact is that in this day and age, us mere mortals can go a long way to making a brand, business etc really, really cool.
Update – Bellroy have responded
I arose this morning to the below response:
And my response followed by Bellroy’s
This response is all fair and well, at least they took the time to get back, even if it did require me to wave a huge flag! However, the tweets didn’t end there (sorry about the image instead of an emdedded tweet here – the response won’t show on twitter.com for some reason!): So, all in all Bellroy have done well to come back and show a little love! It’s the little things that can make a huge difference when it comes to social media success. Oh, and I’ve just noticed that Stephanie from Bellroy has commented on this post, see comments section below! Thanks Stephanie. Follow @mike_mcgrail
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