Beware of the Tweet Trap

I use Twitter mostly for PR and business I try not to get caught up in the social aspect of it. What works best for me about twitter is the real-time aspect. I tweet and it is replied straight away. I find what I’m looking for quicker than google search or yellow pages. I am really strict with twitter about it being social there are a few people I chat socially with but that’s only because they aren’t avid Facebook users. I use Tweetdeck to organise all my accounts and #hashtags and and clearly see what is going on. I like the fact that Tweetdeck also pops up reminders everyso often so I know if I have any @mentions or DM’s in any of my accounts.

It can be very easy to get drawn into conversations with ‘customers‘ on Twitter (and this is also semi true of Facebook too).  I was sat having coffee with a Networking Mummy the other day when she shared a very sad customer service story, so read on and be warned to be aware of what your posting.  She had tweeted that she was looking for ITEM A and had a reply from a small business.  The kind of small business she likes to support so she went ahead and ordered ITEM A.   Now the company tweeted her on numerous occasions over the following weeks, the progress of ITEM A and Networking Mummy was feeling satisfied about her order. So imagine her surprise the day before it was due to arrive when she receives an email to say ITEM A was not even in stages 1, let alone 2 or 3 like the tweets had lead her to believe.

Now Networking Mummy is a very reasonable young lady so I’m sure if the company had been straight in the beginning she would not be feeling sad and let down.  But as it was the company lied and now looks irresponsible and the customer service shocking.

So let this be a lesson to you … beware of what you tweet.

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  1. February 26, 2011 / 12:50 pm

    This is very true, but I’m afraid that I do allow myself to chat away with people. I had a similar bad experience in that I was tweeting about something that I needed to buy and had a really friendly reply from someone which was nice. Days later I had a delivery, and the item that I’d tweeted about had arrived along with a very pricey invoice. All I’d done was comment that I’d liked something on somebody’s site, they’d looked up my business address and sent it to me without me asking for it. It all got a bit embarrassing as I wasn’t willing to pay the price for the item sent. She did apologise for jumping the gun though.

    • Joanne
      March 10, 2011 / 2:46 pm

      Interesting that the person got the complete wrong end of what you were saying!!