You can indeed appease a disgruntled customer through social media. In this case, I was the annoyed patron. Two nights ago, during a heavy downpour caused by a weather system down south pulling the monsoon, the wife and I, both coming off from work, decided to have a quick bite before heading home, waiting for the heavy rain to subside.
At the Science Park hub near our offices, we picked a Japanese fast food we often visit. Customers were unusually sparse that night and a lot of tables were unbussed. (The clean ones near the store’s corner at the back were already cordoned off.) We even had to call the attention of the staff about it minutes after we have taken our places.
Then we both noticed that something was amiss — there appears to be a problem with the air-conditioning, it felt uncomfortably warm (maybe that’s the reason why customers were few). We left in a huff without buying anything and moved elsewhere. I was irked, I tweeted about the unfortunate episode (well, wise men say don’t tweet when you’re upset, but I was a rule-breaker that night) and mentioned the restaurant chain’s Twitter account in my post.
The next day, I received a Twitter direct message from their social media channel handlers and apologized for the circumstances that greeted our visit. They asked for my contact number and soon enough, after a few message exchanges, the manager of the concerned food place sent me a text asking me when’s the best time to call.
Honoring our mutually agreed upon time, I was able to talk to the store manager (over the phone) who expressed his sorry over the lousy experience we had at his branch. He even offered to give me something in our next visit but I politely declined his offer. Told him I wasn’t looking for freebies, and that I just let out my frustration over the (dis)service the wife and I perceived we got. He thanked me for being reasonable. And I thanked him back for reaching out to customers who provided negative feedback.
All’s well that ends well, right?