25 years in business. Thousands of trailers built. And one social media post that reminded us just how frustrating the internet can be for a small business.
A couple of weeks ago, we came across a social media post from an individual who had acquired one of our trailers and needed to replace a utility door.
The post claimed they had contacted the manufacturer and were told the replacement door was no longer available.
There was just one problem.
The picture they posted showed the exact same utility door we still use on our trailers today.
Naturally, our sales team wanted to help. They immediately reviewed our phone records and customer communications, looking for any indication that this individual had contacted us. We couldn’t find one.
So, we did what any customer-focused manufacturer should do. We responded directly to the post, identified ourselves as the manufacturer, confirmed that the door was still available, and provided our contact information.
We waited.
Nothing.
A week passed. Still nothing.
That’s when I personally stepped in and commented again, encouraging this individual to contact us. We weren’t trying to defend ourselves, argue, or make excuses.
We simply wanted to help someone who apparently needed our help.
And here’s where the story gets particularly frustrating.
Even after we publicly offered assistance, other individuals continued commenting with recommendations for alternative companies and people who could supposedly solve the problem.
Right there, in the same conversation, was the actual manufacturer offering to help. Yet the conversation continued as though we didn’t exist.
Think about that for a moment.
The Internet Loves a Complaint. But Does It Love a Solution?
As a small business, we’ve spent more than two decades building our reputation, one trailer and one customer at a time.
We’ve built thousands of trailers. We’ve made improvements, solved problems, learned from mistakes, and worked hard to earn the trust of customers across the country.
Are we perfect? Absolutely not.
Things break. Components wear out. Doors, plumbing, electrical systems, and countless other parts eventually need maintenance or replacement. That’s true of anything manufactured, whether it’s a trailer, an automobile, or a home.
The real measure of a company isn’t whether something eventually breaks. It’s how that company responds when a customer needs help.
But here’s the challenge.
Social media gives anyone a platform to share a negative experience, whether the information is accurate, incomplete, misunderstood, or missing important context.
And unfortunately, negative stories often travel faster than positive ones.
For a small business, that’s frustrating. One post can influence a potential customer’s opinion before they’ve ever picked up the phone, visited our facility, or spoken with a single member of our team.
So Here’s My Challenge to You
If you come across a negative post about our company, don’t automatically dismiss it. Read it. Ask questions. Take it seriously.
Then challenge us.
Call our sales team. Ask difficult questions. Tell us what you’ve read. Give us an opportunity to explain, respond, and demonstrate what customer service means to us.
Listen to the tone of our conversations. Experience our product knowledge. See how eager our people are to help.
Then make your judgment.
After 25 years in business, we believe our continued success says something about the relationships we’ve built and the customers who continue to put their trust in us.
We don’t take that trust lightly.
We’re Still Here. And We’re Still Trying to Help.
As for the individual who originally made that post, we still don’t know who they are. Despite multiple attempts to reach them publicly, we haven’t heard back.
But our offer hasn’t changed.
We can get you that door. We’d be happy to help. Just contact us.
And to everyone else reading this, remember that behind every small business are real people who work hard, care deeply about their customers, and depend on their reputation to survive.
We’re in business today because new customers continue to give us a chance, and existing customers continue to support us.
In return, we work every day to support them.
That’s how relationships are built. That’s how businesses survive for decades.
And that’s something a single social media post will never tell you.
Don’t just read about us. Get to know us. Then decide for yourself. Our owners built this company on values shared above. It’s in our DNA.
–– Aaron and The ENTIRE COHSI Team
