When my computer turned on and immediately turned off, I knew I had a problem. My husband wanted me to use one of the home repair services we’d used before.
All three of the companies we’d use (names withheld to protect the guilty) were less than satisfactory – and in each case messed up or misdiagnosed the computer in question.
Because I’m a regular customer at my neighborhood Staples, I decided that I would take the computer to Staples. Why? Because Staples is on Twitter with the username @StaplesTweets – and with this account Staples monitors Twitter. Thus I figured if I had a problem getting my computer fixed I could send a DM (private message) to @StaplesTweets asking for help.
To shorten a week-long story, what the Staples EasyTech people found wrong with my computer didn’t seen to be the complete picture. And they wanted me to wait several days in the hope that a certain part would be on a routine delivery to the store and they could then use this part to further test my computer.
I didn’t think it was a good idea to “hope” that the part was scheduled for delivery. Thus I politely tweeted @StaplesTweets asking to be followed so I could DM the account. (Send a private tweet just to @StaplesTweets.)
@StaplesTweets responded and ultimately someone from corporate contacted the store’s operations manager, Johnny Cruz, to work on my computer. He discovered that there was a bigger problem that had not been identified. He then worked to solve this problem, keeping in contact with me to let me know his progress.
Now that’s good customer service. And, of course, I’ll publicly tweet my thanks to @StaplesTweets and praise Johnny Cruz for persisting until he found and fixed the problem.
I’m writing this post on my own computer after being without it for a whole week. Thank you, Twitter, for making this up-close-and-personal communication possible. And thanks to @StaplesTweets and Johnny Cruz for all the help. I really appreciate it.
© 2010 Miller Mosaic, LLC
Phyllis Zimbler Miller (@ZimblerMiller on Twitter) has an M.B.A. from The Wharton School and is an Internet business consultant. Her new FREE report is “Twitter, Facebook and Your Website: A Beginning Blueprint for Harnessing the Power of 3 for Your Business” – grab your report now from www.millermosaicpowerof3.com
Print This
Tweet This
Email Us
Twitter
LinkedIn
{ 2 comments… read them below or add one }
Twitter: WordsmithBob
March 12, 2010 at 4:42 am
That’s a perfect example of a corporation integrating Twitter into their Operations. My biggest problem with most business approaches to social media has been their treating it like just another advertising venue.
I’ve also tried to steer clients away from social media until they figure out how to integrate it into the companies marketing or operations or, better yet, both. Let’s hope your readers take that lessen away from your excellent case study. Thanks, Phyllis, for sharing this.
Bob –
You are so right that many companies treat social media the same way they treat traditional advertising — simply pushing a message out there.
The number one skill needed for a company to successfully utilize social media is to listen and then respond. Companies must understand Twitter and other social media sites are two-way conversations and NOT broadcasting stations.
Phyllis