Through Twitter, The famous journalist and television host, Mónica Garza, accused the 7 Clean dry cleaner of lying to its clients and announced that it would proceed with a complaint in the Federal Consumer Protection Agency (Profeco). However, a user commented in the social network thread that he will not take advantage of his fame to harm small businesses.
The reputation of a brand is the face that consumers and prospects see of it. To build it, customers have to trust the brand, its products and services.
When a brand sees its reputation damaged in social networks and more with the accusation of a public figure such as Mónica Garza from Tamaulipas – who has 737 thousand 044 followers on Twitter–, you lose audience trust, you lose customers, and you will drive potential customers away.
With the complaint of Mónica Garza, the dry cleaner gains a bad reputation
The collaborator of adn40, Tv Azteca and Diario La Razón, published on her Twitter account that the dry cleaner 7 Clean lies to its customers.
“A company that lies to its customers not only undermines trust but also its image. We all make mistakes, if they are sensibly acknowledged to the client, the client will understand. But if he is lied to, he does not forgive. Very bad Dry Cleaners @7_clean. I proceed with @Profeco as it should be,” Garza pointed out.
A company that lies to its customers not only undermines trust but also its image.
We all make mistakes, if they are sensibly acknowledged to the client, the client will understand. But if you lie to him, he doesn’t forgive.
Very bad dry cleaning @7_clean!I proceed with @Profeco as it should be pic.twitter.com/97QXA13TkK— Monica Garza (@monicagarzag) January 13, 2022
As a communicator, Mónica Garza has been characterized by her long career and reputation that have positioned her as one of the most important hosts in the country. A criticism, complaint or review from the professional can affect the reputation of any brand that has not provided a satisfactory experience or has abused the customer’s relationship with the brand.
As expected, a thread was opened. tweets where comments from users who had suffered similar situations with the dry cleaner are read.
“They spoiled three new sacks for us and they didn’t pay us anything. They are pretty bad. We better change the dry cleaner!” said user Alev @ alev58473148.
And the user Luis Cesar Basurto @CESARRULFO commented that the actress took advantage of her fame to destroy small businesses, in this case the franchise.
Give small businesses a chance
Beyond “wanting” to destroy the franchise, Mónica Garza exposed poor consumer service by the dry cleaner 7 Clean and left it with an important task: to recover its reputation, so that it increases trust with customers and they choose it over the competition.
“It’s not taking advantage of your fame, it’s raising your voice against those who do things wrong,” replied user Alev @ alev58473148
In this regard, user Pablo Galicia Garcia @ga2_pablo commented that “There are many small dry cleaners that provide better service and the best, some have home delivery.”
Let us remember that in Mexico, The “backbone” of the economy is found in micro, small and medium-sized companies, according to BBVA, they are responsible for 72 percent of jobs. In addition, data from the National Institute of Statistics and Geography (Inegi), ensure that there are more than 4 million SMEs in the country, which contribute around 52 percent of the annual Gross Domestic Product (GDP).
From April to June 2020, SMEs in Mexico had a decrease in their income of 73.7 percent, well above large companies who had a decrease of 11.9 percent; in terms of demand, they had a drop of 47.2 percent and, in terms of supply shortages, 19 percent, ensures the Survey on the Economic Impact Generated by COVID-19 on Companies in 2020, carried out by Inegi.
Having In this context, the assertion of switching from 7 Clean to a lower-ranking competitor will benefit the Mexican economy and, possibly, Mónica Garza will walk away with a good customer experience.
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