follow-up on the reputation economy

Eleven days ago, Sean Bonner reported his unfortunate experience with Screamfest at Universal Citywalk, and I wrote a post about it where I said:

I hope that they’ll
make good on their promise to provide full refunds to the people who
couldn’t get them at the theatre . . . if they care at all about
their reputation, I’m sure that they will.

There are a ton of events scheduled for the rest of the weekend —
events that I’d really dig, like a screening of Friday the 13th — but there is no way they’re getting any
of my money until those refunds go out.

So we have another example of the importance of the reputation
economy. If I just read their website, I’d be totally into Screamfest.
But now? Until they give me a good reason to change my mind, Not so
much.

A couple of days later, Sean reported that all was not well with the unfolding saga:

. . . as of this moment I still haven’t received a refund for anything. What
I have received are a few e-mails arguing the situation and so far
claiming that I will NOT be receiving a full refund.

Sean detailed the exchange he had with one of the organizers, which when read objectively gives the appearance of an exhausted person, who is just trying to make sure that she’s not getting scammed by a cranky attendee. This is entirely understandable to me, as I’ve dealt with some unscrupulous fans and promoters over the years, and I can’t even begin to tell you how low some of these people will go to rip you off. Ultimately, they confirmed that Sean wasn’t one of those grifters, and he reports today that the organizers of Screamfest refunded all of his money.

I’d happily like to report that I’ve gotten a full refund for the tickets for both movies.

Good on ya, Screamfest organizers. We who are on the outside will never know what sort of issues you all had as you pulled this event together (unless you choose to share them with us, and that’s entirely at your discretion), but we know now that if something goes wrong with one of your customers, you’ll do the right thing. Whatever you refunded in cash, you’ve earned back tenfold in the Reputation Economy.

9 thoughts on “follow-up on the reputation economy”

  1. Impressive. I’ve often heard that the average person will tell ten others about a bad experience, but only 2 of a truly -good- experience. It says something about consumers, true, but my point is that it’s good to see that companies are beginning to figure out that it’s more important over the long run to have a good reputation rather than to screw people in the short term for a quick buck.
    I like news like this.

  3. I am rather glad that he finally got his money back. It is as it SHOULD be. It’s hard to believe for me that there are not only promoters would try to rip you off but FANS as well??? I kind of think if they would try to rip you off then they really weren’t fans. For most people meeting someone famous you like in person is an exciting experience. I don’t know maybe some days I am naive and have a “pollyanna” view of the world, but it still gets to me when I keep hearing about all the identity thefts and scams to rob you in this world. I just wish more people were like me.. keep to yourself and leave everyone else the hell alone. For me this is the closest I will probably ever get to meeting Mr. Wheaton and I am cool with that 🙂 I get to post on his blog and occasionally say hi during his poker tournaments. That’s a thrill in itself.
    Tho last year when I was in vegas the star trek experience was awesome 🙂
    Ok I’m rambling again sorry I have a tendency to do that. All in all, I will be the best person I can be, and try to raise my son to be the best person he can be and that is all we can ask of each other.

  4. The point about consumers being more willing to complain than give praise is the reason I call those “How am I driving” numbers and give compliments. The people on the other end of the line are so used to getting complaints that they’re often caught off guard by my, “Driver ah48g1 is doing a great job!”

  5. Just an indication that the way you treat your customer will ensure future prosperity.
    And no, I have no idea how Microsoft or Dell survive.

  6. Hi Wil. My message has no relation with this post, but I just wanted to say I’m sorry to hear that Michael Piller passed away. I don’t know whether you knew him at all, but I feel sorry about it none the less. Do you know of any e-mailing address to which we could send support to his family? He was too young to die, and will be remembered.

  9. Ok ok I believe you ( I guess *wink*) I know this is all really OMG fan like but my rent my blog tenant is a huge fan and it is said renters birthday today. Jus sayin 😉

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