While scrolling through my Twitter feed this morning, I noticed a story about a lady, Amanda Carpenter, who had been trapped on an Amtrak elevator. In her desperation, she tweeted to Amtrak.
Lucky for her, Amtrak responded.
However, did you notice the date stamps on the tweets?
Yep, it took almost 7 months for Amtrak to respond to her.
Thankfully, Amanda had made it out of the elevator. 7 months ago.
What You Can Learn
How does Amtrak’s mistake apply to you? It shows the importance of constant social media monitoring. If it takes you 7 months to reply to a tweet, it makes you look…well, stupid.
If your customers reach out to you on social media, then you have to be there for them. No ands, ifs, or buts. If you have a presence on social media, you have to have a strategy for social media monitoring. Social media is an opportunity for outstanding customer service. Make sure you utilize it. It can go a long way.
You may be wondering about an explanation for this mistake.
It turns out Amtrak had actually replied to her tweet minutes after she tweeted it back in February. They indicated airport agents who were then able to set her free.
Amtrak indicated this mistake was “because someone had recently retweeted Carpenter’s February message. The company copped to its mistake, admitting it was ‘not our finest hour,’ and offered Carpenter an Acela ride free of charge.”
Okay, so maybe it wasn’t a social media monitoring mistake. But take this as a lesson to your business to stay on top of your social communication. “Death by elevator” would be bad for business.