Twitter can be scary for many companies in regards to things like customer service since it is public and provides the opportunity for a bad response to snowball and become an issue in and of itself. If a company tries to be funny, multiply this fear by a thousand. Comedy is hard. Really hard. I don’t recommend trying to replicate the response below, but I have to commend it for taking care of a situation in the correct context and in public.
If you think the below was a one off or a deflection of a real customer concern, read the below from AdWeek, they followed up also with a contact for customer service. Basic customer service, de-escalate, then solve the problem.
Sainsbury’s has this whole Twitter thing down cold. Earlier today, popular U.K. blogger October Jones complained that his chicken sandwich from the grocery chain “tastes like it was beaten to death by Hulk Hogan.” The company’s official PR account promptly responded: “Really sorry it wasn’t up to scratch. We will replace Mr. Hogan with Ultimate Warrior on our production line immediately.” (If you’re not a child of 1980s pop culture, you canrediscover both of the poultry pounders here.) Completing a nice Twitter tandem, another Sainsbury’s corporate account replied with a phone number for Jones to call and said the company sincerely regrets that “you had to wrestle your way through the sandwich.”
I was going to be happy with one of these this week, then saw the below exchange, via Mashable, between Drake and T. Boone Pickens (now that’s a pairing for the ages). This response gave the experienced tycoon serious credibility and increased awareness with a whole new audience and served as a great plug for his book, “The First Billion Is The Hardest.”
This seems pretty straightforward, “Don’t be a pimp.” This sounds easy but in the real world we aren’t often asked to have a colleague sleep with a prospective client as was asked of Pete Campbell in regards to Joan Harris to secure the Jaguar account. We might be asked to do something else that goes against our morals or even just against our gut.
When money is being waved at you, it’s sometimes may seem easy to bend your code to make something happen. It’s not worth it. In my experience, it will come back to you. Maybe not right away, but it will bite you. If you need more support, just listen to the advice of the “narrator,” in “True Romance,” “Every pimp in the world gets shot.” In this case, given Pete’s foreshadowing with guns this season, I wouldn’t bet against it.
It’s always just one more set of eyes that will catch something when you are writing and editing. So always ask, one more person to take a look at something that has been written. Spellcheck? No, don’t count on it, as it doesn’t take into account many, many things like if a word is incorrectly spelled but spelled in a way that makes it another word.
In college I took several public relations courses. In one of these classes, we had a final project where we put on a event and “owned,” a theme night at the Stockton Ports, a local minor league baseball team. As part of the planning, t-shirts were created for “staff,” that included a mention of the class hosting the event, which was the “Public Relations Administration – Spring……” The shirts were ordered, logos were checked and when picked up the morning of the event read, “Publuc Relations…..” Now, this was a single line on a busy back of the shirt. Good? Not even close, but “Public,” has many unfortunate ways it can be incorrectly spelled.
On May 7th, 2012, San Francisco Giants pitcher Guillermo Mota was suspended for 100 games for repeated violation of the leagues’ substance policy. This morning, 5/18/12, this was at the top of my #SFGiants search column in Tweetdeck:
It’s got a little attitude, but most importantly they are speaking in a voice the fans can relate to. That’s what we all shoot for, finding that voice. According to the article it’s run by “Pat Donahue, 27, the Kings’ digital media coordinator, who co-writes the Twitter account with Dewayne Hankins, 31, the Kings’ director of digital media.”
Pat and DeWayne, take a bow. Everyone else, take notes and follow these guys.
What we need in the area are more growth companies. Now, growth companies are often technology companies and there are many groups in the area that have been trying to nurture this this type of company for awhile including SARTA, SacStarts (my favorite) and the Sacramento Angels.
There’s a new group in town, the Hacker Lab. On June 2nd and 3rd, they are sponsoring a two day mobile hackathon where teams will cram together and create apps on the fly. This is awesome, this is what we need. If you can code, go in there, hack, make stuff, and who knows maybe knock us out of that #1 slot that really isn’t helping our local economy.