Had this sent to me by Julia72 last night. Great story of a restaurant using social media monitoring appropriately, responding directly to customers needs and earning some great props in the process. Her words are in italics.
I was in a sushi place tonight for happy hour waiting for some friends to show up. I asked if they had any vodka drinks on hh special or well-drink specials. The guy said they only had beer & sake on special for hh. I tweeted that there was no vodka on their hh specials which was lame, especially since I am allergic to yeast & don’t care for sake.
Now this is where most stories end at restaurants. Most people enjoy their meal and go home. Not this time.
A manager came up to me a little while later & asked if I was Julia. I said I was & he apologized that there was no vodka on the hh menu, but that he’d like to make up for it by giving me a free appetizer. Then he asked, “You are Julia right? Cause I couldn’t see your eyes.” I wasn’t sure what he meant at the time, but then I realized he read my tweet & found me from my picture on twitter where my eyes aren’t showing. Crazy.
So they apparently have employees either monitoring Twitter or being sent alerts of some kind whenever Kabuki is mentioned. That’s good business.
I tried to get a veggie appetizer, but he suggested I get the lobster one, so I went with it.
Now I’m hungry.
The whole thing was crazy, but really awesome. This restaurant actually saw a customer tweet a complaint, found that customer, and offered something to make the experience better. I am still processing how bizarre it all is right now.
First time I’ve ever seen such immediate reaction to a pressing customer concern and certainly one of the best ways to use Twitter. Julia got her point across without seeming like a problem, the manager recognized an issue and solved it as best he could.
This makes me want to eat there every day. Any other restaurants out there this proactive in social media? It doesn’t take much, sometimes monitoring and responding is all that’s needed. I bet this type of activity takes a minute or two an hour, tops.