Two things happened last week that demonstrated perfectly to me just what it is to Tweet on behalf of your company.
How to do it, or how not to.
I was followed last week by a company who shall remain nameless but who provided a service I happened to need a couple of days later. So I tweeted them and asked for a quote.
No response for five days. Even beyond the time when I needed them, by which point I had found an alternative company who were quite pleased with me giving them close to £70.
When I did get a reply it said “sorry, only just seen this. Been really busy. What can we do for you?”
Okay, fair point but what kind of customer service is that? And too late. Already lost the sale. You have been busy means “sorry, you aren’t important to us so we ignored you”. Suffice to say, I won’t be giving them a second chance. Nor will I be recommending them to friends.
Fast forward to Friday when I tweeted “Dear Amazon, you have 26 minutes to deliver my parcel before 1pm or I shall be cross”.
I got a Tweet from Enchanted Wood (@ewtoys) asking me if they could help. They are a toy shop in the next town, Farnham, with branches in Guildford and Haslemere, and if my parcel was a toy they might be able to help me out.
Sadly it wasn’t a toy but what a great piece of customer service. I hadn’t heard of them before <blush> but we exchanged tweets and I discovered they really were just down the road.
“Come on kids, lets go and have a look”
We went, we spent £50, we came home. I have Tweeted about them, I am now blogging about them.
Both small companies. Both running a business and doing their own Tweeting, not employing “a social media expert” but widely different approaches.
Conclusion? If you are going to be on Twitter on behalf of your company, be on it. Don’t join up and then ignore it. The whole point of Twitter is to interact. To respond to queries. To see what is being said about you and reply. Build up a presence. Not to ignore potential customers. Or actually more importantly, ignore current customers who might be complaining or asking a question.
On Twitter these days it isn’t so much survival of the fittest but survival of the chattiest.
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