This morning I Stumbled a post on the Travels with Children blog; it’s a fairly negative review of the Crayola Factory in Easton, Pennsylvania.
Author Linda didn’t feel that the place met her expectations for a creative experience for her kids. There was no “wild blogger” ranting or digital spittle – she was simply disappointed in what visitors get there for their money and time.
Since she linked to the Crayola establishment (they should see that by monitoring inbound links/backlinks) and wrote about them as “Crayola Factory in Easton, Pennsylvania” (which any decent Google Alert should catch) I would expect a sharp PR/marketing person from the company to check out the post and leave a comment.
You know, at least something along the lines of “We’re sorry you were disappointed, we’ll take your ideas into consideration, we have a facility redesign in the works, blah blah.”
Figure the odds that anyone actually does that.
A quick glance would show anyone that Linda’s blog isn’t the home of some pajama’d nutcase. She has active and engaged readers who are interested in her family travel topic.
The business communications world often still doesn’t get it, so the review will probably sit there, unanswered.
To me, that’s a lost opportunity for Crayola to reach out to customers and possibly turn a negative impression into a positive one.