Social Media = Customer Service

Last week Himmelrich PR got a taste of the new customer service reality.  And we like it.

After my Fathead fell off my wall and stuck to itself beyond repair, I tweeted about my plans to call the company for a mutually acceptable resolution.  I never got the chance.  The next day, @realbigfathead replied to my tweet, asking me which of my many decals was damaged.  Within minutes, I received a phone call from Fathead confirming my mailing address and telling me that a new decal was on the way. Free of charge!

Fathead is obviously monitoring Twitter for mentions of its product. The company is even forgoing the usual replacement procedures to satisfy the customer (most returns require you send back the damage decal and put a temporary charge on your credit card). While my intention was not to publicly blast the company, Fathead understands the power that social media allows for thousands of people (some of whom likely share my interests) to hear both good and bad customer experiences. Kudos to Fathead for nipping a complaint in the bud; naturally, I tweeted my satisfaction when my new decal arrived two days later.

Social media gives us the power to spread the word, and a powerful tool for companies to extend the customer service experience. Let’s all use these new tools wisely.