Thoughtful Thursdays - Social media and customer service

Do you know what is being said about you online? I had an experience last week that I felt needed to be addressed and did not know exactly how to reach the right person - the who would care and be in a position to take action.

I have heard and read of several instances where people have been at their wits end when it comes to customer service only to be rewarded by using social media a the venue to express their dissatisfaction.

I am not sure of the numbers,but am inclined to believe that most large firms are tracking what is being said about their companies online. It makes good sense to to do it and better sense to have a team in place to address the complaints as they come up. We all know how fast news of a bad experience can travel, but do we really understand the sheer volume of people it can reach so quickly.

I had the good fortune to attend the home opening game of the Toronto Maple Leafs last week. In past seasons there was a team of ushers in place at each entrance to the arena seats. In  many cases the teams had been in place for years and knew the regulars my face if not by name as well. Part of their function is to keep people from entering the arena area while play is going on and guiding them to their seats if they do not know where they are located. They would also know if people were in the incorrect seats and quickly rectify the situation.

For what ever reason, this particular evening, their did not seem to be anyone in charge of the entrance. There was an usher present, but the level of service offered was obviously lacking. It was only a matter if time before people were entering the seating area while play was going on and adding to the congestion, they did not know where they were going. The long and short of was that people had to stand while other were finding their seats and in on instance, seats were already occupied. The end result is that sight lines are blocked for unreasonable lengths of time, making for a less than enjoyable experience.

I decided to voice my disatisfaction on a social media venue using the appropriate has tags and wondered if anything wouldcome of it. Two days later I recevied an email asking for some clarificaiton about my experience.

Here is the end result:
"... The manager of event personnel will actually be sharing your case at our ushers’ pre-shift meeting on Saturday and it will be a teaching point for our entire team about maintaining a winning experience for our fans going forward..."

As a customer, I am pleased with the outcome. As a sales professional I am encouraged to know that responsive customer service remains important.

Social media is one way you might be able to access the people you need to, if you use the right approach.

Putting the show on the other foot, is also a way for your customers to access you.
Good selling
Richard