I’ll say it again: social media customer service is important to a small business business. Sure, Twitter is an outlet for disgruntled patrons to publicly post complaints, but this gives you the ultimate opportunity to publicly make things right.
Qdoba took one blogger’s complaint about nachos on Twitter and made a chain-wide change so she would get great service no matter which restaurant she goes to.
Erica was unhappy that she could no longer get all the ingredients in one bowl with chips on the side, the way she preferred. The manager at that Qdoba told her the change was a new policy in order to make the dish look more like nachos. So Erica Tweeted.
Doug responded less than two hours later, at almost 10 p.m.
Throughout the week, Qdoba kept Erica updated on the status of her request. He let her know who was hearing the complaint and what they were planning to do. Soon enough, Doug direct messaged Erica saying that the nacho problem had been solved and she can enjoy her meal again.
I myself was curious about the alleged nacho policy. The day I read this article, I went to the Qdoba near my apartment in Hoboken, NJ, several states away from where the nacho incident took place. I asked them which ways I can order nachos. I can, in fact, get all the ingredients in one bowl, and fresh delicious chips on the side.
The take-away
This social media exchange is on the web for all to see. I was so impressed with Qdoba’s upon seeing their public display of customer service that I went there that night to check them out.
Qdoba profited from being on Twitter because they got my business and the business of anybody else who was touched by this blogger’s story. I could have stood around my kitchen, snacking on cold cuts like I normally do, but I was intrigued with the idea of a perfect nacho policy, thanks to Twitter.
As a customer, I profited from being on social media because I saw the blog story, the verifiable proof on Twitter, and in turn ate a great meal.
All businesses can prosper from looking like a good guy in their social media community!
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