A glaring example of the power of social media in the hands of consumers was in clear focus when I checked my twitter feed this morning. A tweet from @TheBelleAgency alerted her 2,000 followers that an assistant manager at a particular Enterprise location treated her father with less than superb customer service. What followed was a string of public complaints…and public apology.
It’s interesting to me that with a few strokes of a keyboard one consumer, or even a relative of a consumer, can influence so many others. It’s the world we are living in now. In the PR perspective, to manage one of these accounts for a client is a never-ending battle, one I’ve watched my co-workers conquer each day, so I have a lot of respect for the person on the receiving end. What’s awesome is that @BelleAgency gave the customer service handle @enterprisecares some love after they resolved the issue rather than let it hang to dry in Twitter land.
So, what is the moral of this post? Don’t be a rude, especially if you work in customer service. You just never know how far reaching that person’s social media influence is and how damaging it can be.