Between You and Me, There's PR

Exploring, learning and using social media, public relations and marketing.

Naughty or nice? December 6, 2011

I would say the following story classifies me as both nerdy and a little naughty, but hopefully Santa is not looking.

The story begins on my birthday. I was excited to spend my birthday weekend in Chicago and was taking the Mega Bus both ways. At a rest stop, a girl told the bus driver that the bus was leaking on her. He said there was nothing he could do and she switched seats.

At the time, I was annoyed because I remembered my brother’s first Mega Bus trip where the air conditioning went out during the summer and someone complained causing them to arrive three hours later than anticipated. I was not in the mood for that! So that was that. She got a little wet and we moved on.

After my weekend, I got on the bus headed back to St. Louis and somehow managed to get my own seat even though nearly every other seat was filled. I was excited! I plugged in my phone and programmed Daniel Tosh into Pandora and commenced chillaxin.

After our rest stop, the bus started moving again and I was minding my own business when the bus litterally POURED water out from the air conditioning! Stunned at first, I suddenly realized what was happening and quickly stood up to see water still pouring out from above me! I grabbed all of my belongings and asked to sit with the kid right behind me as it stopped raining.

The seat was wet, I was wet, my purse was wet, my phone was wet… get the idea?

Knowing the bus driver’s answer from the previous trip up, I did not say anything to the driver since there was nothing she would do. The next day, I was thinking about how social media has changed customer service and while seeing what other companies do to engage their consumers on Facebook I decided to test Mega Bus.

They failed.

I posted this on their Facebook Fan Page:

I didn’t want to sound completely obnoxious, but wanted to complain enough that it would solicit a response. I pressed enter and waited. They posted pictures right after I posted, but no response. They liked other people’s posts, but still no response to mine. They even did another full post today, but nothing in response to mine. I’m disappointed.

After dealing with this from a business stand point through my internship, I understand how annoying it is when people post silly complaints on your company’s page, but I also know how quickly and effectively we dealt with every issue. We had HootSuite and Buddy Media set up to monitor what people were posting and saying about us on Facebook and Twitter. Additionally, we checked it with our own eyeballs constantly!

That was my naughty deed, but my nerdiness is shown in how much I care. Social media is a great tool to better your customer service but if all you are doing is pushing your product and not actually listening, it is not effective.

 

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