Social Media Rants Can Be Heard

Have a compliment or complaint?  Have you posted it on Twitter or Facebook? 

As a lot of you may know all of my jobs have been focused on customer service. Whether it was putting groceries in little old lady’s cars, educating customers on doing household repairs (Do not start a chainsaw on your knee! Turn the power off when replacing electrical outlets!), to offering people support with computers, and phones. Everyday is a different adventure and brings fourth new challenges. With this you always have to be alert and ready, and to make sure both the company and the customer is satisfied with the level of support you have provided.

June 22nd 2010, I had a bad experience at a McDonald's restaurant drive thru. I waited over 10minutes for my Southern Chicken Biscuit meal, hash brown, and French Vanilla iced coffee. While waiting for my meal I tweeted my rant of how unacceptable this was. When I got to my desk my rant was worse when I found no hash brown (You never deny a hungry fat guy his hash brown!)!

A little while later a Twitter Intern from McDonald's @Brtny_McD (I recommend following her she’s cute funny, and tweets the latest McDonald’s goods that result in late afternoon cravings!) came across my rant, and proceeded to calm my nerves. She apologized several times for the poor service, and even understood the importance of my missing hash brown! About two weeks later I received a letter of apology from Brittany and McDonald's and enclosed was a free coupon for a breakfast combo meal!

Sure to some a phone call probably would have provided the same results, but with modern technology a lot of people rant about positive and negative experiences that it definitely can have an impact on a company’s bottom line. So I encourage anyone who has had a bad experience or good with a company, get on board with Twitter, or Facebook, send a kind courteous message to them asking for help. Provide a brief explanation of the situation in a professional matter (No swearing) or comment. You are the customer and you should be heard!!