Posts Tagged tips
I shouldn’t have done it, but did.
Kansas City has a very easy to use medium sized Airport that is in the middle of nowhere. Like many, I get to spend lots of quality time at this modern transportation hub. While waiting on a flight to Atlanta for ReTechSouth, The Public Address system was droning on… “Please Report unattended bags”. “Amanda Hugandkiss to the White courtesy phone”. You know,the normal background noise. But then I was caught off guard. The Flat PA system voice said “Follow KCI on Twitter, @KCIairport and friend us on Facebook”.Over the PA system? That bugged me. It seemed very George Orwellian. Big Brother was telling its people where to obtain taxi service and to follow them on Twitter. Every 7 min the message was replayed. Using the The Public Address system to a captive audience to gain followers is a bit over the top.
So that’s essentially what I tweeted.
That was a Mistake.
Twitter is a type of PA – My semi rude tweet was blasted out there. Just as the captive audience had been told to follow KCI on Twitter over the PA – in the same way I publicly addressed my dislike for their method. Then it got personal. The airport – it / he/ she / they / @KCIairport started following me. They engaged me. They were nice.
It was an ah-ha moment for me. A Place, is now a person…wow. It may be easy for you to grasp, but that’s hard for me to get my head around. Do we have to treat every THING like a PERSON?
Two weeks ago I was with the family and delayed and frustrated while transferring planes in Detroit. The Delta Airlines flight crew was not around. While entertaining my daughter we looked out the airport window at our Delta plane sitting in the sun with no crew. The empty Plane was older, and missing some paint on the nose cone. In fact, it looked the opposite of “Shiny and new”. I photographed the plane. The tweet with the photo said: “Dear Delta, Our Plane needs a crew and a paint job.” I uploaded the remark and pic to twitter and facebook too.
I shouldn’t have.
When on Twitter, should we all talk nice from our work related accounts? Frequently that means puppy dogs and rainbows, not religion or politics. But now it may also mean don’t call out corporations or things or places thinking inanimate objects – such as corporations or airports are immune. They are people doing their jobs. My negative opinions are not said and forgotten – they stick around, and reflect back upon me.
On the flip side – if your business is not listening to or participating in social media you are ignoring the conversation. You have decided to turn your back on those customers.
But even as a satisfied customer – not one who complains often and knows better, I was willing to open up with my displeasure on twitter. Your happy clients are providing you valuable live testimonials about your service and products. What could you do with live testimonials? What could you do to help resolve an issue to prevent a boil over?
For the record – Delta sent me an apology letter with free miles. KCI no longer broadcasts “follow KCI on Twitter” via the PA, and I have learned first hand that places and corporations are people.
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