Why I Love Twitter

For work recently, I had to find some replacement parts for a customer's barbecue.  After some legwork I was able to find the required part numbers, and I assured our customer we would have them ordered and delivered to her.  It wasn't a smooth process but it all worked out... I'll let the email thread below speak for itself:

-----------------------------------------------------------------

From: James
Sent: Monday, July 04, 2011 11:32 AM
Subject: Parts for Broil King Signet 20

Hello,

I need to order the following parts for a Broil King Signet 20 (9865-54):

10184-E78 DOOR - TOP CAP – LEFT

10184-E76 DOOR - BOTTOM CAP – LEFT

10184-E79 DOOR - TOP CAP - RIGHT

10184-E77 DOOR - BOTTOM CAP – RIGHT

What is the best way to place the order?

James

-----------------------------------------------------------------

From: Gordon
Sent: July 13, 2011 11:51 AM
Subject: RE: Parts for Broil King Signet 20

James,

The best way to order these parts is through us over the phone, simply call in at 1-800-265-2150 and talk to a representative in our office here. I created a file for you with the part numbers you provided, so simply reference your name and the information should come up and the rep you talk to can help you from there. I hope this helps!

Gordon 
Customer Service Representative

-----------------------------------------------------------------

From: James
Sent: Wednesday, July 13, 2011 12:16 PM
Subject: Re: Parts for Broil King Signet 20

Gordon,

Thanks for getting back to me.  I tried calling but was stuck on hold longer than I cared to wait, which was what prompted me to send the email.  I also found Broil King on Twitter, and have talked to Rich through that channel.  He has taken care of the order, so you can cancel the file you set up for me.

As a customer service rep myself, I must say I’m not impressed with the phone delays Broil King is having, and am even less impressed that it took nine days for anybody to respond to my email.  Please let the powers that be know that I’m very impressed with Rich and the service he provided via Twitter though.

Regards,

James

-----------------------------------------------------------------

UPDATE: (at 3:48 PM, same day)

From: Gordon
Sent: Wednesday, July 13, 2011 1:36 PM
Subject: Re: Parts for Broil King Signet 20

James,

I’ve just been in contact with Emilie who I understand just left you a message asking if you had given your address to either Rich or myself. Emilie is taking care of sending out your parts but doesn’t have your address to send them to. If you could either call her back or just shoot me one last email and then we can take care of everything for you. I apologize for any delay and confusion and hope to help get this resolved as soon as we can. Thanks for understanding.

Gordon

-----------------------------------------------------------------

From: James
Sent: Wednesday, July 13, 2011 3:19 PM
Subject: Re: Parts for Broil King Signet 20

Gordon,

I got Emilie’s message – yes, I had provided my address to Rich and he was going to send the parts to me.  As I said, Rich has taken care of the order, so you can cancel the file you set up for me.  I don’t want to seem rude, but didn’t you or Emilie communicate with Rich before replying to & phoning me?

James

-----------------------------------------------------------------

From: Gordon
Sent: Wednesday, July 13, 2011 3:45 PM
Subject: Re: Parts for Broil King Signet 20

James,

We’re sorry there was this mixup, because Rich works separately from us in the customer service department it can get somewhat convoluted exchanging information when customers contact us through our several different inlets. We’re glad that this was able to be resolved however and hope these parts work well for you! Thanks, and sorry once again!

[emphasis added]

-----------------------------------------------------------------

Commentary: I appreciated the apology, but the inference within it is very unfortunate.  I refused to wait on hold for 40 minutes to reach an agent, and when I had no response to my email a day later, I decided to use Twitter to try to reach somebody.  But how am I to blame for their lack of internal communication?  Do I even need to be told that?  Businesses really underestimate the power of a simple, "We messed up and we're sorry."  Besides, I don't need to hear the root causes of your confusion - that's for your managers to know.

-----------------------------------------------------------------

Update: July 20/11 - I've received the parts I ordered - twice as many as I ordered, actually, but since they sent them no charge I can't complain about that from a financial point of view (although their accountants probably can).  The real kicker is that the replacement parts all broke during transport - even the surplus ones.  That's right: the parts I ordered to replace broken ones were broken as well.  I think there's an issue with quality of the plastic used, but they were also poorly packaged, which is obviously what caused the damage.

Again though, Broil King's Twitter guy, Rich, came to my rescue.  I sent him a video showing the damage and he replied that he'd personally package a new set of parts and send them again.


It's not uncommon in the modern world to find products that break easily.  And it's not uncommon to find companies too bound up in policies to provide decent customer service.  For all the failings I encountered in Broil King's phone & email support team, I was impressed enough with their Twitter guy that I haven't lost confidence in the brand itself.  That's a valuable lesson for any company to learn - one person can make a world of difference, plus or minus, for your brand's image.  I only hope Broil King is smart enough to recognize the asset they have in Rich and that they compensate him well and start to clone him.
.

2011 Election, Families, and Twitter

So we've got another election happening up here in the Great White North.

I'll say this once: Canadians have to stop complaining about elections.  If you're sick of their frequency as of late (a complaint the Iranian people certainly don't have), then give the Tories a majority government for once so you can get in your four years of shut-eye.

The government spends $300,000,000 on elections, the pundits tell us, and Canadians don't want that.  Pah.  The government (no matter which party is in power) spends that much when it farts.  Get over it.  Show me a government that executes simple fiscal responsibility, such as, oh I don't know, NOT SPENDING MORE MONEY THAN IT HAS, and once that's in place then go ahead and complain about expensive things.

For all their faults, the Conservative Party is the closest we're going to get to that model of efficiency, so they've got my vote.  This is no secret to anybody who knows me or reads my blog.

One of the not-faults of the Tories is their Universal Child Care Benefit, which pays families $100 per month per child under the age of five.  That benefit was an election promise the last time we hit the polls, in contrast to the Liberal promise to establish free day care for everybody.  As a father to five young children (soon to be six) who delights in his wife's desire to stay at home with the kids, I gotta tell ya, the Tory deal is a better one for us.  Under the Liberal plan we would get nothing.  Now, ideally, no government should be giving me money just because I've had some kids.  But if I gotta choose between cash in my pocket that supports our lifestyle choice, or institutionalized child farming that condescendingly suggests the government would be better at forming our progeny, the choice is clear.  I can't for the life of me figure out why the Liberals think that a one-size-fits-all childcare solution is appropriate for Canada.

The pundits are also saying that this election will be 'the social media election.'  Not surprisingly, they're already oohing and ahhing over how wonderfully the also-ran parties are embracing it.  They do have a point there.  Part of Barack Obama's disastrous election win was due to his ability to engage young voters in an unprecedented fashion, and social media was a big part of that success.  Fortunately for the Tories, Jack Layton and Elizabeth May don't have near the charisma that fooled so many Americans into thinking Obama knew what he was doing.  But they're on the same low-charisma playing field with Prime Minister Harper and Michael Igantieff.

A 2010 analysis showed that about 2% of Canadians are active on Twitter.  I'm one of them.  From what I've seen in the #cdnpoli thread, most of that 2% are left leaning folks, which isn't surprising, since the main demographic that uses Twitter is, for the most part, too young to realize how left-leaning policies have a terrible historical track record.

Ultimately, I'm of the opinion that social media won't matter very much at all in this election.  I predict that the mainstream media and the left leaning parties will vastly overestimate the importance of social media over the next few months.  They'll burn up their ROI by spending too much time, effort, and money preaching their liberal agendas to the liberal choir, and the Tories will quietly win the race, slow and steady.

It will be fun to watch.
.

Transformations #39: The Tweetup

If you've noticed, on the side of my blog is my Twitter feed.  I trust you're all monitoring it ceaselessly and are enjoying the hilarity ensuing therein.

Ahem.

One of the things I've come to love about Twitter is how I can connect with people that I never would have connected with before.  Some may argue that a connection of 140 characters is of dubious worth, and indeed many Twitter experiences lack value.  But some do, and the ones that do, really do.  And I'm not just talking about opportunities for business growth here.  At the other end of each tweet is a real person, and many of them are very interesting.

Over the past year, I've built digital friendships with a number of other Winnipegers who are using Twitter for work, like I do.  These people are usually representing the face of their company or employer on the various social media channels, also like I do.  One of them, Matthew Shepherd, organized a tweetup for March 9.  A tweetup is basically a chance for Twitter users to meet up with each other in real life.  I wanted to go and have a chance to meet some of these interesting people face to face.

The only problem is, I'm an introvert, and being in a crowd really drains me - especially when it's all strangers.  My wife, in God's idea of irony, is a roaring extrovert.  This disparity really caused a lot of difficulty early in our relationship ("I want to go out." "I want to stay in!" and back and forth like that), although we've reached a healthier balance now.  Now when we go out together, I consider myself lucky just to be able to be out with her (having five kids will do that).  Not only do I enjoy her company more than I ever have, but she grounds me when an environment is outside of my comfort zone.  She is my rock.

So here's the transforming moment: I went out to a venue I've never been to before (Tavern United), I didn't know a soul there, and my sole source of social strength - my wife - wasn't with me.  Talk about taking the forceps to one's comfort zone.

Only twice before in my life have I voluntarily and without a driving reason put myself in a completely foreign situation like that.  The first was when I toured with The Challenge Team in the late 1990's, and the second was when I joined Toastmasters.  Both of those choices have resulted in amazing life experiences for me, and so I'm confident that good things will come out of this tweetup and the ones to come in the future.
.