August 13, 2016
One of our preferred methods of communicating with businesses is on Twitter. The reason is simple; if the company is social media savvy the response time on Twitter is much faster and more direct than an email or phone call. Why? Because of transparency. When a company says they are "customer focused" yet ignore consumers the promise is empty. In other words their action, or often inaction, speaks volumes. However on Social Media, and in this case Twitter, everybody has a peek at what is really going on.
Sometimes things happen that allow the cream to rise to the top (if you've never milked a cow you might have to go look that up). Sometimes big and small companies outperform and here are two examples.
Last week there was a power outage in much of Iowa due to storms. Here in the Des Moines Metro thousands were without power. MidAmerican Energy is the local provider and I've learned, over the years, to turn to Twitter for help and input. I mentioned we were without electricity in our part of the Metro and within moments help and advice came back from @Mid_AmEnergyCo. So I checked their Twitter Stream and found their social media team was responding with not only advice but empathy. Actual REAL PEOPLE were responding and showing concern.
You can read the conversation above and to the right. If you click on the image it will enlarge...start at the bottom.
Then, later in the week, I rode a Des Moines Area Rapid Transit bus to the Iowa State Fair. The bus lacked air conditioning and folks were opening up windows on the ride from the Capitol to the fairgrounds. I sent a Tweet chiding @RideDart and within two minutes they responded and were on it...notice the second screen shot.
It does not matter if you are a small business or a large corporation you need to know and understand that in the world today there are many ways to communicate and be transparent. Those companies who "get it" and respond with feeling, empathy and honesty will always rise to the top and I, as a business person, am proud to call them out and share with you why I support them. It takes work and dedication from the part of the company but it is so rewarding for those of us who count on you for service...well done!