I hate publicly complaining.
In fact, I’m on of those guys that won’t even send my steak back if it’s too dry. I just don’t want to hurt anyone’s feelings. But the other day I accidentally complained on Twitter.
I say accidentally complained
because it wasn’t meant for the entire world. I was at the local oil change place that I have been going to for years, and could overhear the technicians complaining how terrible I was for not realizing how dry my oil tank was. They also talked about how terrible of an idea it was to be driving around with a crack in my windshield and didn’t I know how stupid that was?
I could hear them
and I know everyone sitting next to me was hearing them as well. I felt embarrassed. I could feel my face getting red as everyone stared at my piece of shit red car, and then at me. Then it happened.
I heard Scott Stratten’s voice:
“On a stage…” I was already tweeting. I blurted out what was in my head at that moment. I was publicly complaining. No big deal, right? But then my mentions alert went off like crazy.
My complaint got retweeted.
And another retweet, and then retweets of retweets. My subconscious mumble had now reached over 100,000 people. Something I rarely do – alert someone who can make a difference about the dissatisfaction I’m having with their product, service, or overall experience just hit a whole lot of twitter users. Even if 1% of those people actually read what I said, this was much more of an impact than I could have made with a MEGAPHONE outside of the building.
It’s been 4 days, and nothing.
I’m not sure what has surprised me more: The fact that my small mumble reached so many people or the fact that neither the company in question nor it’s competitors have spoken a word to me. Maybe it’s part of the plan; maybe they aren’t active on Twitter; maybe they just aren’t good listeners. So, I leave you with the thought provoking, comment inducing question:
Are you listening to your customers, and more importantly: are you listening to your competitors customers?Tweet