Conveyancing firms slated on twitter.

Twitter is used by 10 million people in the UK. 67% of them are following a brand.  

Sometimes conveyancing clients can be wonderful and say positive things. Aston Bond will be proud of  the following two tweets from the same lady who runs a composting business.

“@EdwardsKatie no probs :o) Vicky is a fantastic Conveyancer – she might not be the cheapest but you’ll get the BEST service!”

“@EdwardsKatie the best Conveyancer in the area: [email protected] – mention my name when you ask for a quote”

If your clients are tweeting or posting facebook messages about you, would you be aware?  Last week a couple of conveyancing firms were on the wrong end of twitter comments and their experiences may help you in the future.

Firstly a disgruntled conveyancing client this week tweeted about his conveyancer

“@paullewismoney I am using [firm name removed] and have to exchange contracts by tomorrow My conveyancer is out of the office and

Followed by a second tweet 

“@paullewismoney … no one is answering the phone. One of the worst decisions I have ever made to use [firm name removed]” 

Aiming these comments at Paul Lewis the BBC radio and television consumer champion will have increased the number of people seeing this tweet.  How does that look for the firm?   The conveyancing client involved had about 100 followers most of whom look local to the firm in question.

I have removed the name of the firm but I believe they have been nominated and short listed for a conveyancing award in the last few years.  

The firm does not appear to have chosen to respond on twitter.
What would you do?
Firstly there is the first question as to why the phones weren’t being answered and what could have been done to avoid the issue in the first place.  No doubt Moneypenny would suggest that overspill calls could be answered by their team within seconds to avoid this type of complaint.
Secondly the question is would you actually know?  There are a variety of reputation management solutions to enable you to know monitor twitter, facebook and web page activity to enable you to repsond quickly and appropriately.  At Practical Vision we already provide this service to a number of clients for a modest monthly cost.
The other firm that suffered last week on twitter had a member of staff describing their own firm in a manner that wasn’t helpful.  If I actually told you what was said on twitter I would worry my website might be blocked by your profanity filter on your servers.   So removing the word itself the tweet went something like this
“I miss u [name of ex member of staff] [firm name] is [profanity] without u originals!! Seriously thort it cudnt get any worse…it has!!!”
Most conveyancing is still sold by word of mouth and references to a local firm using that language cannot be helpful to any business.  Setting the right policies, reminding and educating staff as to appropriate conduct on twitter, LinkedIn and Facebook are an unfortunate business overhead.
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