I want to share a personal experience this week about how I used twitter to correct a problem I was having with a company that I use frequently, Sitepoint.com. This is a website devoted to website developer resources, tools, products, and services. To make a long story short I had ordered copies of some new books that I am planning to use to teach the two college website design courses at Keene State College in a few weeks. I needed the books as fast as possible to help me get prepared for the start of classes.
Flash-back to a few days ago: No books yet. It had been 8 days. Sitepoint has always been reliable and quick for delivery so I know something is wrong. I check out the email they sent after I purchased the books and try to use the package tracking link in the email to see where my books might be…
Nothing. I get a message that says: “Sorry we can’t find your order at the moment. Sometimes it takes 24-48 hours for shipments to get into the system for tracking. Please try again later.”
Ok. Deep breath, no reason to panic. I did place the order around Christmas so naturally there could be a delay. Wait 2 more days, check the tracking link again….still nothing. Now I am worried.
So what did I do next? Twitter to the rescue!
I thought to myself, how am I going to get this corrected in the quickest manner possible? I immediately fired up my computer opened up TweetDeck and searched my Twitter account to see if I was following Sitepoint already and sure enough, I was.
Time to put them to the test.
I sent them a direct message (which went right through, Kudos to Sitepoint. Direct messages on Twitter don’t work unless both parties are following each other. I still see a lot of larger companies not connecting with their followers). I asked them if they could help me with my December 24th, order on Sunday January 2nd at Noon. They got back to me early the next day.
Customer service then told me in an email that there was an out of stock book in my order and I didn’t get the notification for it. They apologized and to make it up to me, gave me full downloadable PDFs of EVERY book I had ordered so I could get right to work on my syllabus. Next, the physical books unexpectedly arrived at my house 3 days later, shipped overnight!
A near crisis rectified in less than 2 days using only Twitter. I’ve posted our Twitter conversation thread in the graphic to the left so you can see how the conversation went.
How can this translate to your Assisted Living Facility or any business?
Simply two words: Customer Service.
An Assisted Living organization, or any business for that matter, in today’s online world needs to be constantly thinking about where your customers are, and where they might be trying to find help. Connecting with the public and making yourself available to answer questions is just one of the great ways you can use this powerful tool to help make your business more visible and accessible.
There are very few barriers to doing this. The cost of having a Twitter account is NOTHING. The main thing you need to be concerned about as an organization is, are you prepared to support and be available for timely responses to build community confidence around your social media presence? Sounds simple enough but it really does require some resources that are available to monitor and respond to interactions in a timely manner. Social media response expectation is extremely high, and in many cases a response is expected quickly if not instantly.
The important message here, is that this is an OPPORTUNITY for your organization. This is a way for you to make yourself more available to more people, learn from the public and interact with your potential customers more often. The Twitter network is growing and does not show signs of slowing down. Now is a great time to start getting involved and find out if this new media channel is going to be a good fit for your business.
Not sure where to start? That’s what we’re here for!
So, how are you planning to leverage this massive network for your Assisted Living Facility or business? Not sure where to get started? Give us a call at 603-924-1978 or fill out our request form and we can get you started on the fast track to social media success.