Customer service vital in a social-media world
Readers of my column may remember my family and I spent this past Christmas Eve on the Grand Canyon Railway Polar Express in Wiliams, Ariz.
On our journey home, our Polar Express Christmas Eve bells were taken from our car.
Heartbroken, I contacted the railway and explained what happened. They responded immediately and sent us a box of all the bells at no cost.
Customer service if so often overlooked in business today, and yet is vital to a business’s reputation. With gratitude, I posted what they did for our family on the Grand Canyon Railway Facebook page (more than 8,000 likes) and on their Twitter page (more than 1,000 followers)
Business owners need to understand that social media gives customers more influence then they ever had before. With a few key strokes about the Grand Canyon Railway’s stellar customer service I was able share our positive experience with a huge audience. For businesses that don’t promote good customer service, imagine the results a few more key stokes might have.