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.”
Well played folks, well played.
I feel that the above also warrants a plug for one of my favorite mid-90’s novels about Silicon Valley by Po Bronson, “The First $20 Million Is Always the Hardest.“