The Way Social Media should Work

There are a number of reasons to use Social Media. And as some of my non believing friends will remind me, there is no reason they will ever use it. Let me present a case to you where Social Media is great in an industry that is often criticized for poor custom service.

On Fathers Day I had to travel to Novi for a work training trip. Except for missing my family, the trip was going great. Learned a great deal on a new software product, picked up some local flavor in a small restaurant have a local beer.

My return was on Tuesday. Flight from Detroit to Chicago and then the connection back to Milwaukee. 7:11PM departure from Detroit getting back to Milwaukee around 9:42 with the transfer.

IMG_4558Then a text came in from United Airlines while we were finishing up training: Your 7:11pm flight to Chicago is delayed due to awaiting aircraft.  UA3617 now departs Detroit 9:30PM and arrives 9:54pm.  Problem now is that I am going to miss my connection. This text came in around 3:45.  My ride to the airport was coming to pick me up in 45 minutes, and I was still in the training class.

The driver from All Star Transportation was great. He picked up me and another guy on time.  The other guy was going ot Kansas. I get in the car and I get another text from United that my flight is not leaving at 10:06 and getting to Chicago at 10:30PM.

This is when I jumped on Twitter.

I send a status update to @United. Within 5 minutes a Twitter Ticket Agent responded. I made up TTA, not sure that is what they are really called. My guess is that the scenario I described happens all the time, and that a heavy client centric company like an airline figured out that this is a great way to further service the clients. Create some new positions, and people do not need to wait on hold on the phone for hours.

Agent ^EY from United was able to have me re booked on a different airline in my 45 minute traffic filled ride from Novi to the Detroit airport.  Now all I needed to do was to take a shuttle from the United terminal to the Delta terminal. In Detroit they are about a 10 minute shuttle ride away.

Made it home on a non-stop flight on Delta at 7:54PM a good two hours ahead of my originally scheduled flight. Social Media and excellent Customer Service the way it is suppose to work.

Recharge the Batteries

Vacation is the only real time that I have to catch up on reading and to see what else is going on in life. I know it sounds sad, but I recharge while away from work reading and thinking about ways to make my professional life better which in turn makes my personal life better.

Sometimes I make a complete void of work and focus on my family and other times I let my brain wander about becoming a better professional.

I have been meeting with my staff to set goals and to have them on paper, when I came across this little nugget from @DaveRamsey via Twitter::

Goals convert vision into energy. When you write your goals down, you immediately start feeling the earth move under your feet.

Wow. That is powerful! This Fires me UP!!

Next, I read this from Chris Brogan. He is a social media guru. He wrote a great book called Trust Agents. Loved it. I own it so let me know if you want to read it. It basically tells you why you should properly use social media tools but does not tell you which tools to use. This link is a little do and don’t s that may help in out upcoming en devours. If you are not following him on Twitter you should @chrisbrogan.

Use the tools correctly and recharge yourself once in a while.