Customer Relations
look up Sky Handling Partners on a search engine. As of today, almost all the links onthe first few pages now relate their response to a post that Damien Mulley made (warning for language). They lost his bag on a trip and he posted a rant on his blog, plainly laying out how he feels about it.
The yesterday, he started getting emails from dating websites, of all flavours. One of them contained the IP address of the sign up location. When he traced it back, it turned out to be from Sky Handling. He called them and tried to find out what was going on but did not meet with a lot of response.
I pointed out that signing up to dating websites using my details was fraud and I could happily call the Gardai and let them sort it out. Quoting from Criminal Justice (Theft and Fraud Offences) Act,. 2001 to the lady seemed to make her take the matter seriously. I also pointed out I felt that posting untrue details about me on at least 3 websites was not on, especially what was written and I said I felt I was libeled. They took my phone number and said they’d get back to me and again I did not like their noticeablely angry tone. I said they had an hour.
It has now been an hour and they have not contacted me.
They have now sent him lawyers ‘letters asking him to take down the posts. Too late - they word is out there.
Currently, it is unclear about who was doing the sign ups and if the company was involved or if it was one random individual. But their reaction to the first post and the subsequent actions are not conducive to helping their reputation. Actions that should be considered in a situations like this:
- Monitor the sentiment on the web. have a plan for what to do if you are getting bad press. If someone is unhappy with you, consider reaching out and find out why - talk to them. At worst, ignore them. Don’t attempt to shut them up.
- Educate your employees about appropriate, ethical behaviour. However angry someone is, this behaviour should not be seen, all it does is reflect badly on the company and in this case apparently break the law. There are proper ways to reach out to the customer and this one was not one of them
- Have a plan for when it all goes wrong. An individual, however much education and planning, could still do this and you need to plan how you will deal with the blog storm that arises. With the speed of the web, a ‘good’ story is all over the place before you can blink. You have to know your reaction adn who will react.
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