Brands: How NOT to Talk to Your Customers on Twitter

Now I’m not claiming to be the world’s biggest authority on social media, but I do have some qualifications in that area and I certainly have something to say. I understand running a  Twitter page from a brand’s perspective, and I also know the value of good manners.

I actually wasn’t going to write this blog post, but as it has been playing on my mind for a couple of days I wanted to get it out of my system. As always, I’d love to know what you think about this so please do leave me a comment below!

So a few days ago, this tweet appeared in my feed…

MUA rude tweet

If the photo is a little too small to see, it says: “Everyone please get off our website! We did warn you not to all go in at once as otherwise no one will get the offer!”

I literally could not believe my eyes, and my first thought was that the page had been hacked. Surely no brand would actually send out this message to paying customers wanting to spend their hard-earned cash on MUA’s products?

Let me just say that I genuinely like MUA’s make up, and frequently choose to use it in make up tutorials and talk about the brand in videos. I was shocked at the rudeness of the tweet, and although sympathised with what they were trying to express, just couldn’t believe the way they had chosen to say it.

I guess that my view was cemented after reading this tweet from another brand I love, Nails Inc. They experienced a similar problem on their website, and sent out this tweet:

NailsInc tweet

It reads: “We are currently experiencing high volumes of traffic to our website. Please try again later. We are very sorry for this inconvenience.”

That is more like it! Polite and apologetic – all that was required. I don’t think I need to labour the point here, what I am trying to say really does explain itself.

Will I continue to use MUA products and review them impartially? Of course. But this really is a prime example of how NOT to talk to your loyal, paying customers on Twitter or any other branch of social media. It’s bad- mannered and it turns people off. Obviously, this is all just my own honestly-held opinion…but what do you think?

Stay Creative,

Chyaz xox

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8 Comments

  1. Clé
    January 24, 2013 / 6:13 pm

    If its true and they were not hacked then .. its really not correct. Its kind of mean !

    • January 24, 2013 / 6:18 pm

      It was real, they weren’t hacked – their subsequent posts have been more polite, but I would have thought they’d delete that particular one x

  2. wanda
    January 24, 2013 / 6:17 pm

    what mua did, wasn´t really smart marketingwise.
    at first i also can´t understand how inpolite they “talk” to their customers because that´s just an offence.
    i guess someone from the social media department of mua made a very bad decision without thinking of the results.
    do you think they will post an apology or hope that it will be forgotten very soon in the world wide web?
    i like the fact that you also post about topics like that!
    bye!

    • January 24, 2013 / 6:18 pm

      I think all will be forgotten, but I do agree that it’s important to talk about topics like this – it’s all part of the beauty world, after all! x

  3. Venomaki
    January 24, 2013 / 6:25 pm

    you are totally right! and i’m not saying this because it’s you but this is my opinion as well! the one and only thing that i hate about people is when they are rude!! I consider politeness as a huge virtue for a human being!Being polite doesn’t cost anything!! if you wanna say something unpleasant or bad or whatever and you say it kindly, then you give your sentence a whole new point!

    Thanks for this blog post Chyaz!! 🙂 i appreciate the way you think!

    • January 24, 2013 / 6:26 pm

      I totally agree, politeness is a virtue!! Thank you for your comment 🙂 xo

  4. Rhiannon
    January 24, 2013 / 9:22 pm

    I’ve never bought any MUA products and I’m not sure I ever will now! There’s no need for such rudeness!

  5. gloria
    January 25, 2013 / 5:45 pm

    Hmm. On its own, it does seem horribly rude.. but by the looks of their facebook and twitter that day, they were swamped with impatient customers plus people emailing them about not being able to get on the website. I think they were just unprepared for the response their sale got. Still, they should have employed a little more PR skills in handling it. A good post from you anyway! 🙂

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