Back in April of 2012, I wrote a blog post about AT&T U-Verse and how they’re using social media right for customer service (http://www.jeremybednarski.com/2012/04/at-u-verse-using-social-media-right.html). A year and a half later, I wanted to update you with some companies that are using it right and one that’s not doing it so well. Three stories based on my experiences with each.
First, the good! The Cincinnatian Hotel (@TheCincinnatian) in
monitors their social media to improve customers’ experiences. I found out
firsthand a few months ago when my wife and I visited. We checked in and asked
for a room with a nice view. After saying they had one for us, it turned out the
view was of an abandoned building with some dumpsters. We weren’t very happy
with it, needless to say. Being very active on Twitter (follow me at
@jeremybednarski) and remembering a blog post by a friend of mine, Rachel Van
Arsdale (@rcoristin05) from Melamed Riley (@melamedriley), about her social
media experience with the Blackstone Hotel in Chicago (read it here: http://www.themrsite.com/blog/2012/06/love-at-first-tweet/),
I decided to send them a Tweet that basically said we were disappointed with
the room. In less than five minutes, we got a call asking if we were happy with
our room. They ended up upgrading us to a bigger room with an actual decent
view. I Tweeted our appreciation and we had a great stay!
Next up is Peet’s Coffee and Tea, who just opened down the street from me, replacing a Caribou Coffee. My wife and I loved Caribou Coffee. Their employees were all exceptional and we never had anything close to a bad experience. Our first experience with Peet’s was not great. The employee seemed genuinely annoyed to be taking care of us. A week or so later, I came across a post from Peet’s on Facebook about the new
North Olmsted store. A few people had some
complaints, so I gave my feedback as well. They replied to me (and the others
with bad comments) asking me to send an email to their customer service. In the
meantime, I tried them three more times, one really good experience with a
former Caribou employee, and two so-so experiences. The main problem those
times was the drink I ordered came about ¾ full. Thinking it was probably a fluke, I ordered
it the next time and it was about the same...and by ¾ full, I’m being kind.
That included foam and the ice in the cup. See the photo below. So I emailed
them with the original post and my feedback from my three subsequent visits.
They responded with an apology and let me know that they had passed it on to
the North Olmsted Manager, who emailed me. She offered to buy my drink the next
time. I thought the offer was nice, although I’m not sure if I’ll be rushing
back. I am impressed by their responsiveness and how quickly they tried to
help. If I do go back, that will be the reason why.
Finally, here’s a company that’s not doing it so well...Fathead’s in
Fathead’s is a micro-brewery that started in Pittsburgh. My wife and I were excited when
we heard they were opening here. Unfortunately, from day one, their bar service
has been horrible. Not average or bad...absolutely horrible. From ignoring
customers to forgetting drinks, they just don’t put any kind of effort into
their service. They’ve got good food and great beer, so we do go there from
time to time and they’re always busy. Each time though, we leave wondering why
we put up with the crappy service. If the service was even half way decent,
we’d probably be there a lot more often. A couple of weeks ago, after yet another
crappy service visit, I saw they have a Twitter account. So, I Tweeted how
disappointed we always are with their service, and also posted it on Facebook.
A few others replied with similar comments. Fatheads has not responded on
either Twitter or Facebook. I’m not surprised as it mirrors their in-person
service, even though it looks like they Tweet pretty regularly. By the way, if you want a place with great
service and a better social media experience, check out Rocky River Brewing
Company (@RockyRiverBrew). Especially when George is bartending, you’ll have a
What companies have you had good or bad experiences with? I’d love to hear, so tell us below! Or, if you've had different experiences with the companies above, let me know that too. Thanks for reading and feel free to sign up to get my updates in your email or share this with your friends!