There is something to say about an excellent customer service experience that occurs on Twitter. It usually gives you a whole new sense of purpose for social media. See Elizabeth’s blog post, “When Brands and People Turn To Social Media for Customer Service“, for further explanation. I had an “almost positive” experience, as I would like to call it. A cafe near my apartment that shall rename nameless became one of my favorite “go-to” spots for sandwiches over the past year. They offered a delectable house roasted turkey sandwich with muenster cheese, caramelized onion, watercress, and the final selling point for me, the “Green Goddess” dressing. This mysterious dressing is most likely something I could make at home with cream cheese and some fresh chives but nonetheless, it was delicious.
“Nameless Cafe”, we will call them, recently took my sandwich off their menu which, as you expected, slightly upset me. To express my sadness, I turned to Twitter. At first, I thought Twitter had saved the day and I would be eating a tasty Green Goddess Turkey Sandwich for lunch. Instead, I was left turkey sandwich-less. The important thing to take from this incident is that when someone is handling your social media, there has to be a strong line of communication between that person and the business in order to keep all customers happy. Your Twitter followers and Facebook fans are some of the most loyal customers you have and are most likely to refer your business to a friend. In my case, the customer service effort was there, but the streamline of communication was not. The person handling Nameless Cafe’s Twitter account did end up direct messaging me the owner’s email in order to fix the situation BUT… I am still hungry for that sandwich..