This is a terrific write up of a great experience our own Alyson Rybar received from a restaurant she’s never even been in. Thanks so much to her for sharing with us – it serves as a great example of how social media and good customer service can build a positive brand image!
Cowboy Star Gets 5 Stars…and I haven’t even eaten there (yet!)
My stepmom arrived in San Diego last night and her one request was that we eat somewhere that had steak. I turned to my co-worker @irelands who knows all the good spots downtown and she recommended Cowboy Star. I called the restaurant to make a reservation and discovered that they weren’t open on Mondays. Bummer! Then I decided to take suggestions from the Twitterverse.
@Arybar: HAPRPO (Help A PR Professional Out): Need a restaurant in/around downtown San Diego that serves steak. Bummed @cowboystarsd is closed 2night
Here are two things that I found very interesting.
1) Cowboy Star = 5 stars. The restaurant was closed, yet they RT’d what I posted and also asked how they could help me. Can we say customer service at its finest?!? That makes me want to eat there even more now. Soon enough.
2) Competitors = 0 stars. When we handle social media for clients, we create various search columns on Twitter that are relevant to the brand and we also monitor what is being said about competitors. I’m surprised that none of Cowboy Star’s competitors saw my tweet and responded. This would have been an ideal opportunity for them to jump in and recommend their restaurant. Major fail.
Moral of the story is to always monitor your Twitter feed (regardless if you’re open or closed), set up search columns that are relevant to your brand, and keep an eye on your competitors. You never know when you can snag one of their customers…at least for one night when they’re closed.
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