Communication 101 Fail - How to Alienate Your Customer Base

I'm a little annoyed this morning. I went over the RMM to see if there are any changes, any questions answered, any news of any sort.

We were told to direct all RMM website questions to support@arsls.com and c.c. carolina.rueda@arsls.com and mariauxy@rm-enterprise.com.

I did that with my question about how to reinstate my membership. Mariauxy replied right away to  tell me she was forwarding my question to tech support (arsls). I appreciated the rapid response, but that was a little odd to me. A question about my fan club membership should be answered by fan club management, not the web site designer.

I don't even know who is running the fan club now. They say Jenn is gone. There is no information that I can find anywhere on RMM that indicates who is in charge.

I hate it when they do shit like that. Transparency is everything, especially when you are exchanging money for goods. I would like to know who is doing what and how to find them in the real world. There should be an office address, a phone number and an email address at the very minimum.

Communication is something RMWFC failed at miserably. I'm not putting all the blame on Jenn like so many people like to do. I don't know her full story but I do know that shit rolls down hill, so I am putting the blame squarely on Ricky's shoulders. It is his responsibility to have someone communicate everything to his fan club so they can communicate to their customers. When you are paying $50 for a membership you shouldn't be getting answers to memberships, breaking news and latest photos from TSARM. I'm not hating on TSARM. I love it there. I'm just saying if you are going to collect money and offer a service you should fulfill your obligation.

It looks like this new web team is handling things the same way RMWFC handled things. I suspect the reason for that is because shit rolls downhill! Don't understand how to get into/around the website? Email us one on one. Having trouble with your membership? Email us one on one. Having a major glitch that prevents you from logging in? Email us one on one. Have a question about anything at all? Email us one on one.

I hate that fucking shit. If one person is asking a question there is a good chance that 10 other people have the same question. Ask it once in an open forum and answer everyone at once. Show us you are present and working on the problem. We really don't want to hear yet again that you are 'buried' in emails. You're buried because you're fucking failing at communication.

There should be a bare-bones, all access web forum easily accessed from all Ricky Martin related sites where we can get together, help each other learn the navigation of the new site, ask questions about the fan club, make suggestions, etc. We shouldn't all be running around frantically hunting each other down in Twitter, Facebook or Myspace to ask each other questions that the fan club should be dealing with.