Tag Archives: judge

Online Video

Best Buy’s Social-Media Image Collapse

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Until today, WillVideoForFood didn’t have a “Greatest Corporate Social-Media Collapse” Award, but it’s now going to the uncontested “winner.”

Best Buy, a company once known for its savvy social-media presence spearheaded by Barry Judge (seen below, searching Monster.com for jobs at Circuit City), has gone from great to mediocre to embarrassing… in just a few months.

Barry Judge, Best Buy's Chief Marketing Officer Napping

Perhaps someone with the time and patience to run some social-media monitoring analysis can use a quantitative tool to validate Best Buy/Geek Squad’s sentiment decline (a free one, Radian6 or some others listed here). But here are three recent and vivid examples of a company whose arrogance — demonstrated by aggressive attorneys, PR apathy, and poor employee relations — has made it the undisputed 2010 winner (or loser). I’m sure someone else can better document numerous other episodes that precede and follow these, but here is what WVFF judges used to base their decision:

1) Geek Squad Driver Calls Cops on YouTuber: A Geek Squad (Best Buy’s beloved repair team) van driver spotted this blogger and video creator shooting some b-roll of a van. My intent? To make a parody of a technical repair superhero responding to absurd computer requests (can you fix my cup holder? Oh that’s a CD-ROM drive?). The video, which might have been a humorous and free consumer-generated advertisement for Geek Squad, instead resulted in this… seen by a quarter of a million viewers. The driver called the police and “Nalts” got a fine for reckless driving.

Hey I’m biased here, but you know that. I’m part of the story, and wasn’t thrilled to get pulled over and fined because a Geek Squad driver got paranoid (perhaps he feared I was doing a video expose on his wicked speeding). Sensing his unease, at a red light I handed him my business card, smiled, and explained my video concept. The NJ police officer said the driver interpreted that as threatening gesture and dangerous. Really? But we can forgive a company for a freaky driver, but it was poor form for Best Buy to ignore me. I wrote the company’s PR group, and a simple apology would have probably brought me right back. Did I mention I captured that driver again two weeks ago? I think he was selling ice-cream and crack cocaine this time, but don’t quote me on that.

2) Best Buy Intimidates Employee for Parody Video With No Mention of Creator’s Employer: Then there was poor Brian Maupin, a Best Buy employee who was fired (or as Best Buy would prefer you conclude: was suspended, rehired, and quit under duress) for this funny “iPhone vs HTC Evo” video seen by 7 million. The video didn’t mention the creator worked for Best Buy, and there’s this whole “freedom of speech” thing that Best Buy’s social-media policy seems to have forgotten. But Maupin knew the event undermined his chances to ascend to Assistant to the Regional Store Manager.

3) Geek Squad Sues Catholic Priest. Now the Geek Squad is protecting its rapidly-depreciating Geek Squad trademark (see undercover expose) by suing a priest who created a God Squad logo (readers of The National Catholic Register will no doubt boycott the store). While we understand trademark vigilance, we believe this Wisconsin Priest (Father Luke Strand) might have been handled with a bit more diplomacy, and Geek.com agrees… calling it a “PR nightmare.” Yeah, when a corporation sues a priest… Catholics (and there are a few of us) aren’t going to be thinking about trademarks when we go elsewhere for our electronics.

Please comment below… and I invite anyone to defend each of Best Buy’s actions. It’s hard to give up on a company you love, and I’ve seen some interesting debates on various articles and blogs. I’d also like to invite anyone to join me on a 2010 boycott of Best Buy. There’s even a Facebook page to boycott Best Buy (apparently they fund anti-gay politics). I haven’t walked into the store since the po-po pulled me over, and the Maupin story gave me more resolve. But now they’re messing with a Priest? I read the Best Buy circular weekly, and never went more than 10 days without shopping there. But I’m done with the store for 2010. We’ll see if Barry or a well-meaning public-relations firm can turn this around, and revisit them in 2011.

Hey at least I have a great case study for the sequel to Beyond Viral (now available for pre-order on Amazon). Did I mention Amazon also sells electronics?

Online Video

Best Buy Goes Walmart

Business Week wrote about Best Buy’s increasing influence, which worries several major electronics companies (not the least of which are those formerly of Circuit City). Seems Best Buy’s influence is beginning to take a Walmart tone.

“We used to call them the 800-pound gorilla,” says the executive of one company that sells televisions and other products to Best Buy. “Now with a lot of competition gone, they’re the 1,000-pound gorilla.”

Barry Judge, the CMO of BestBuy, blogged about the article, to surprising support from his readers.

Meanwhile, don’t try to fetch an iPhone4 as a BestBuy walk-in, even if you received an e-mail announcement the day prior:

P.S. This and any articles about BestBuy in the foreseeable future reserves the right to be negatively biased due to my $85 ticket for videotaping a Geek Squad van (see video). The black eye hurts too.

Online Video

Geek Squad Driver Goes Ape

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Yesterday I was driving home and spotted a Geek Squad van (Geek Squad is a computer repair division of retailer Best Buy). I thought it would be fun to create a video where I play a fictional Geek Squad hero responding to farcical “help calls,” so I shot some footage of the Geek Squad van. Later, I decided, I would videotape myself in our van, and edit it so it appeared I was the driver.

As I began to videotape the van, the Geek Squad driver became suspicious and concerned. He was speeding, so maybe he thought I was going to report him… and that intimidation would redirect the situation. He began to take photos of my car, write down the license plate number and give me odd looks. So at a stop light, I handed him my business card and explained my intent in hopes that it would diffuse the situation. I told him I was making a video parody for YouTube — not at his expense — but in a parody of people who call tech support for erroneous reasons. He replied, “good now I can sue you.” I thought that was an antagonistic response to my gesture, but I just smiled and drove away when the light turned green.

Minutes later I saw police lights in my rear-view mirror, and posted a video real-time on my Unclenalts account. I also Tweeted pictures of the event, and alerts. Seems the Geek Squad driver called 911 and reported me, saying I got out of the car at a red light.

The video documenting my experience is now among the most highly-rated videos of the week on YouTube, and the comment cloud below summarizes the reactions. Twitter exploded with @bestbuy and @geeksquad alerts, propelled by fellow YouTuber CharlesTrippy. Nearly 700 people “thumbed up” the video versus 16 “thumbs down.”

YouTube comment cloud on the "Geek Squad Calls Police" video show reactions from viewers

I’m still not quite sure why the driver became so defensive, or the rationale for the “reckless driver” citation I received for $85. I do plan to contest it, if only to keep my nearly perfect driving record stable.

Meanwhile it’s unfortunate for BestBuy (who I regard as one of the better companies in social media, as well as one of my favorite stores… until yesterday). Here’s a blog post I wrote about BestBuy’s Barry Judge, and my “man crush” on him.

No official response from BestBuy or GeekSquad, although I did get a positive tweet response from http://twitter.com/AgentEAN. I did alert BestBuy’s corporate PR to the situation via e-mail on Friday. No response yet.

I’m really no fan of drama like this, much less when it reflects negatively on a corporation I like (BestBuy) and involves the police. But I do feel obliged to surface this via social media… the driver’s defensive and confrontational reaction reflects poorly on Geek Squad. And it not only got me a police citation but ruined a rare date night with my wife last night. Hard not to look at the Geek Squad logo without getting a viscerally negative feeling… like when you smell burnt hair or hear a chalkboard scratch.

BestBuy, known for its heroic approach to social media, didn’t acknowledge the Twitter tornado on Friday (almost all searches for BestBuy and GeekSquad were about this situation).

Here’s the video on my Nalts channel that shows the blow-by-blow. I thought the police officer handled it well, even though I would have appreciated him not giving me a citation given that it was based on a report from the Geek Squad driver (rather than anything he witnessed). I can’t envision that holding up in court, since the “eye witness account” was clearly not objective. I would have also appreciated him allowing me to talk with the driver, which he refused.

Parenthetically, it’s not illegal to videotape a van or a policeman in public, despite many myths. I’ve only heard of people getting in trouble when videotaping in a private place and refusing to stop or leave…. or for obstructing justice or demonstrating disorderly conduct in public while videotaping.

Online Video

Popular YouTube Star Quits Denny’s. Goes Full-Time.

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Michael Buckley, writer and host of “What the Buck Show,” has left his full-time job as regional assistant director at Denny’s to plunge full-time into online-video entertainment. Read about it in this New York Post article (found courtesy of this relatively new blog, “YouTube Reviewed“). Here are some quotes about his departure from a recent blog.tv show Buckley hosted.

In a phone interview, Buckley told WillVideoForFood that he’ll miss serving Grand Slam breakfasts, and his co-workers and customers. “It made me cry a little bit, and not just because I’ll miss the 30% off employee discount,” said Buckley.

It is exciting to see a person leave a day job to commit to online video, and other YouTubers (CharlesTrippy, Sxephil, MrSafety) are finding their online work brings more income than day jobs.

Note in this interview with MrSafety Tyra Banks announces that Cory (smpfilms) makes $20,000 a month on YouTube. His response: “who told you?” I happened to be in NYC with Cory the day prior, and I hope he doesn’t mind me telling you that the shirt he bought for this interview cost more than my first suit.

Now we just have to figure out how to do this when you have four kids, a mound of debt, and a giant mortgage.