I always try to recognize good service, regardless of where I am when I receive it. I had an amazing experience the other day in the Broward County Court House, which can be a fairly intimidating place. I needed to get copies of some forms and I encountered a woman who went above and beyond as far as the level of service she provided. She guided me through a pretty obtuse process and even offered further help down the road if I should need it.
That same day, I had just the opposite experience. I decided to order BBQ for dinner from a local restaurant. Don’t get too excited, it was one of the BBQ chain restaurants. While I wasn’t expecting to get the BBQ I see on Diners, Drive-Ins and Dives, I did expect the food to be better than it was.
Since I had ordered the food online, a service they clearly promote on their website, I decided to go back and check today to see what kind of social media presence they had. Well, they have a Twitter account, and, I tweet. So, I let them know that I had experienced a #servicefail.
I commend the company on their quick follow up to my Tweet. They asked me to email them a brief description of my experience. I did, and they had the manager of that restaurant email me to see if he can “make things right.”
While I do appreciate the effort, bottom line, you need to be good at the basics not just marketing and social media. This company clearly has the social part sussed out, they just need to get their food and service back on track.