WWTD ( What would Twitter do?)
I admit, I am a newbie to Twitter. I am trying to learn to update my status, retweet and follow people. I am being followed mostly by people I know and oddly by some I do not. I just don’t really understand the purpose, but I’m starting to… a bit.
Anyone that knows me knows I have a love for all things Amazon.com. Amazon has been good for me and I am always happy at the speediness by which I receive my packages. Yesterday, however, was an exception.
Being in Chicago in a secure building, UPS has to either buzz my unit or find someone else home to let them into the vestebule to leave packages. I was waiting for UPS yesterday. Evidently the driver came but didn’t try very hard to deliver the package. After a phone call and a conversation with a rather nasty UPS supervisor Linda, I was lacking a resolution to my package dilemma. So I tweeted about it (twitted?twit?).
To my surprise, within a few minutes of my tweet, I received a message on Twitter from UPS saying that they wanted to help. The message included an e-mail address and instructions for follow-up. I was amazed.
Thinking I had discovered part of Twitter’s true purpose, I was ecstatic. I sent my e-mail to UPS and waited. Not to bog down this post with details, I continued trying to track down my package while talking to the unusually harsh and unfriendly Linda at UPS.
I waited. I sent more tweets. I waited. Then I left for an afternoon meeting.
About an hour later UPS called. They resolved the situation and have continued to ensure I have issues taken care of when anything occurs – including some recent packages being stolen from my building.
I still don’t understand Twitter but UPS seems to be playing part of the game but fell short on follow up. Is it better for a company to reach out to a customer almost instantaneously yet fail to follow up or not reach out at all?
Twitter seems to be a great possible tool for quick outreach and immediate communication. I wish I knew what to do with it myself.
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