Why Have a Twitter Address if You Never Address Your Tweets?

A few days ago, we had one of those days. You know the kind I mean. Disasterous would be an understatement. Cranky, whiny kid. Cranky, whiny mom. Dad went silent. So at the end of said day, there was no way on this earth that I was cooking dinner for Cranky and Silent Boy.

We ordered in. I prefer to use online services for ordering, which leaves us with three options that I know if in our neck of the woods, one of them being a certain chicken restaurant, which shall remain nameless. I ordered dinner and threw in a couple of pieces of pie, for dessert and to make up for our crappy day.

The food arrived quickly and when I unpacked it, I found the pies had been so tossed about and actually squished that they were just a pile of coconut glop. Hardly appetizing and yet the perfect topper to this day. So I tweeted the restaurant, with a picture, to tell them that if they couldn’t figure out a way to package the pie nicely for delivery, maybe they shouldn’t offer it at all.

I waited to see if I got a response. Nada.

The recent program on CBC’s Marketplace about the worst customer service in Canada reflects this trend: large companies get on the band wagon of social media but don’t engage their customers even when their customers are proactively trying to engage them. Or when they do, as I have found with many small businesses, they simply tweet their sales or their discounts but never engage the customer or potential customer otherwise. It’s boring. It’s not what social media is about and frankly, there is no point. You are doing more harm than good by being on social media and not using it correctly. Hire some people. Get it done right.

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