A serious question, perhaps. My current dilemma is, after a bad experience at a restaurant, should I tweet about it, hoping to catch the attention of the restaurant? We know that social media gives the consumer an incredible amount of power. With 140 characters (or less) I can share with the world (or at least with my followers) my discontent with a certain soup and sandwich chain, which gave me at most ¾ of a bowl of soup. But what do I really achieve?
I know that if this restaurant has a good marketing team working on social media, they will see my complaint and perhaps respond. But, let’s be honest, my life was not greatly impacted by the fact that I had less soup fordinner. So maybe I was a bit hungry, and maybe I was especially frustrated because after being sick, it feels wonderful to eat real meals, but it’s just soup.
In the end I opted not to complain via Twitter. And I opted to leave the name of the restaurant out of this blog post. But I want to throw the question out there, what would you do? Knowing the full power of mediums such as Twitter to attract attention would you, or have you used social media to voice your customer service complaints? Did you get a response? Was it the one you were hoping for?
I leave you with a couple thoughts. First of all, we have probably all seen the video of “United Breaks Guitars”that got international attention and became a PR nightmare for the unresponsive United Airlines (If you haven’t seen it, please YouTube it). While in my New Media Marketing class at UCSD extension we consider what this type of power means for companies that must respond to their customers via social media, I also question what it means for us as consumers. Is this power a good thing?