“Yes, we screwed up, but it is going to cost you $500.”
My brother, Dave,
recently had an issue with his propane provider. Long story short, they filled his tank with way more propane than he ordered or needed, and billed him for an extra $500. When he called on numerous occasions to have them correct the charges they admitted their error but refused to correct it and charge him less. Their rationale was that they couldn’t “unfill” what they put in and he was going to wind up using it anyway so he still had to pay for it. (which isn’t the case, he is selling his house)
Frustrated, he put it on Facebook to see if anyone had any ideas or suggestions. My suggestion – post it on their Facebook page, not yours.
Problem solved. Almost immediately after it showed up, despite hours on the phone, the company saw it on “The Facebook” (as my Mom calls it), reversed the charges and apologized.
I had a similar situation a few months ago with a Hilton property. I won’t go into details but I will say that I spent over an hour on the phone, talked to 5 different people, was told no by all of them. Absolutely not, nothing we can do. Sorry.
So I tweeted it.
Within minutes someone responded and made it right.
These type of experiences tell me two things:
1. Social media is powerful. (we knew this)
2. It shouldn’t take social media escalations to serve a customer.
If it can be done by somebody, shouldn’t it be done by everybody? Why does it take a SoMe escalation to give the customer what they need? What if…what if every employee was empowered to do it right the first time? What if every touchpoint with a customer was treated as if they just blasted it on social media?
That’s what I’m thinking.
Don’t make me tweet this.