I think Twitter was born because we all just needed a place to vent about things.
I regularly complain about anything and everything on Twitter. Waiting in line, traffic, service at restaurants, my internet connection crapping out, my baby not sleeping — you name it, I’ve probably complained about it at least once in 7,000 tweets.
Lately I’ve been making a point to search for a company’s Twitter handle before I tweet about them. In my opinion, Tweeting directly at them gives me a better chance of being heard than not adding their handle at all, and if nothing else happens, I’ve drawn attention to it.
Case in point: You’re all up-to-date on my cell phone drama. And yes, I’ve tweeted about that NUMEROUS times, going back months. At the beginning of the most recent meltdown, I tweeted the following:
Samsung responded right away by asking me some details about the phone and where I’d gotten my replacement phone. The manager of the account offered to take a look at the phone for me and send the service request link. Unfortunately, I couldn’t go without a phone because we don’t have a home phone, but the fact they offered was pretty darn cool.
Of course, Sprint didn’t respond because they sort of suck at customer service (both online and through the stores).
But that single Tweet was re-tweeted by someone with over 1000 followers and re-tweeted again by some of her followers. By the time that tweet trickled out of the Twitter stream, it had the potential to be read by thousands of current Sprint customers and future Sprint customers — who might not become customers because of what they read.
Ok, that’s a long-shot. I’m not Heather Armstrong and neither are any of you. None of us are getting any free washers out of a Twitter rant. What I’m saying is that if a company is on Twitter, they have opened themselves up to these types of messages and it’s in their best interest to respond.
Many times I’m not even asking for them to do anything. I just want them to listen. I want them to be accountable for the products they sell.
Here is an example of a company who does it right.
I had three Restaurant.com certificates worth $10 each for a restaurant that closed. I was able to trade them in for credit on the Restaurant.com website but it would only allow me to trade in $10 at a time instead of using all $30. There weren’t any restaurants I was interested in that offered $10 certificates, so I tweeted: