A few weeks ago, I was having dinner at a restaurant in Austin. Although I’m sure the restaurant is lovely with any other server, my experience was terrible. Before the spiral of bad service unfolded, I had checked in on FourSquare.
Skip to a few days later, the restaurant sends a tweet asking me what my favorite margarita was and setting me up for an “OMG…I love this place” Retweet. I ignored them. But then I started thinking about the dangers of soliciting positive feedback, as opposed to engaging me more along the lines of “how was it?” or “thanks for coming.”
I compare this experience to two other recent unsolicited tweets I received. One was from The Algonquin Hotel (@AlgonquinNYC). Before travelling, I tweeted that I was looking forward to staying there on a certain date. Time went by and on the day of my check-in, they tweeted back with “Welcome! Enjoy your stay!” Way to keep track of your guests on Twitter. Awesome!
Two weeks later, a got a tweet from Delta. I mentioned something about the best part of flying Delta being the leftover Biscoff cookies (I’m lookin’ at you, pretzels and peanuts). An unsolicited tweet from Delta’s customer service account (@DeltaAssist) came back a minute later: “I totally agree; Biscoff cookies, Yum-Yum :-). ^BH” Totally silly, and totally winning me over.
This was a long post. I’ll make my point much more succinct:
Simple, thoughtful interaction is so much more effective than an aggressive hunt for compliments and conversation.