Paypal has its advocates and enemies just like any other successful brand. Prior to last Friday, I’d been a fan of Paypal but not am “evangelist” per se – they were simply another tool I used to get my job done, get paid and make it EASY for my clients to pay me (as we all know that the “let me check with Accounts Payable” line can become exhausting). On Friday, I became a raving fan of Paypal.
I’d hopped a plane late morning to head to Houston – a mix of personal and business along with the luxury of being able to work at 36,000 feet. Aside from the guy in the window seat who proudly remarked that he’d had three double bloody marys prior to boarding and who proceeded to pound 3 Heinekens during the flight slurring his words at me and nixing any hope of getting a lick of work done, the trip was uneventful. I got off the plane, headed to grab my bags and took a few calls while in baggage claim. Checking my email to see what I’d missed…
Apparently while I was flying, I’d been doing some shopping with my Paypal account. With an import/export company out of Bejing. And to the tune of $515.
I let slip a little whatthefuck and once securely in my rental car, I whipped out my Paypal debit card and dialed the number on the back. Within 5 minutes, Paypal had my account locked down, a dispute filed and assured me that nothing would be happening to my funds as I made the journey to mom’s house.
The net/net? After a series of emails with the merchant who stood to be on the end with a fraudulent purchase, they closed the account and this morning, I logged in to Paypal and saw the entire $515 transaction credited back to my account.
So – here’s your Monday morning food for thought:
Given my audience and alliances, this blog post, when tweeted and posted on Facebook, will reach anywhere from 250,000 to 500,000 people. Whether you’re someone who’s the subject of criticism, a person who thinks the internet makes them unaccountable for their actions or a brand fortunate enough to have earned a loyal fan, maybe it’s time to think about your audience.
Their reach. Their influence. Their willingness to act.
Building “followers” builds an audience of yellers. Yellers don’t act.
Building a community builds a collective of people who act. People who support you and follow recommendations and take advice to heart and who in turn, share their experiences with you. All of a sudden, information starts flowing TO you. If you build it right.
I’m a loyal fan an advocate for Paypal as all of this happened on Friday mid-day and by 6AM on Monday morning, it’s resolved. No hassle. No BS. They dealt. And I’m grateful.
And if you’ve received exceptional service, I’d love to hear about it – and I’m sure all my readers would, too. Chime in. And think about reach.