Customer Service: Beware of Food Critics and Bloggers
Sometimes when my husband and I go out to eat and the service is less than stellar, we joke that if the waiter knew we were famous food critics, we would enjoy a very different dining experience. Of course, we’re not restaurant critics. But I thought about our running joke the other day while on the train.
So I was on a train–the rail line shall remain anonymous–and we were delayed for five hours because of an accident.
A nearby passenger fretted about the distinct possibility of missing his connection because of the delay. Seeing the Assistant Conductor, he seized the opportunity to ask for guidance. He was clearly worried, but polite and respectful in his approach.
Direct quotes from the representative: “What do you expect me to do about it?” “I can’t help you.” “Ask at the counter when we get to the station.”
What do you think? I think the conductor just won himself a customer-for-life!
And I think if he knew I was a tweeter and a blogger (famous or otherwise), he might have been just a little more careful with his words and tone.
Question: Do you see the increased presence of bloggers, tweeters, texters and mobile-social-media-updaters as having a positive impact on the quality of customer service, either now or eventually in the future?
photo by jmackinlell
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I think people will realize more how a reaction can be publicized and will try to keep things cordial, but it also bugs me that it takes something that drastic (blog post, tweets, forum flaming, etc.) to get people to do the right thing.
.-= Ben Eubanks´s last blog ..Upcoming Attractions =-.
Yeah, I hear you.
That said, I wish I could do the perfect thing all the time, and keep all my customers (staff, clients, families of clients, managers) happy–and I just can’t.
Fortunately, most of them aren’t on social media…….