July 2009

Browse through articles by date.

Is Twitter Just a Back Channel or a Primary Customer Service Tool?

Posted Thu, 07/02/2009 - 08:41 by Anne

The Practical Travel section over on the New York Times web site has an interesting article today titled Twitter to the Rescue. The author talks about the impact of Twitter on customer service in the travel industry -- with several examples, of course -- then wonders if responding to Twitter mentions really improves customer service:

Whether or not the special treatment will continue as Twitter becomes more popular is another thing. Mr. Johnston of JetBlue said he didn’t want its Twitter account to become a “back channel” for passengers to “sneak around” customer service. Rather, he views JetBlue’s Twitter profile as an “information booth” to point customers in the right direction.

Whoa there! Why think of Twitter as a back channel, a way around official procedures? Why not think of Twitter as a primary communications tool?  The companies who are using Twitter full-face, straight-on are those who will get the most out of it. They know that it's a way to leverage one-on-one communication into effective marketing.

If you are nervous about using Twitter as part of your business plan, consider why. Worried about complaints becoming too public? Then work on filling holes in your customer service. Worried about losing control? Remember that people are going to talk about you anyway. Be involved. Respond carefully. And most of all -- listen!

The Times article also has great tips for consumers:

  • To get noticed, start with "@" and company's name.
  • Build a following for impact.
  • Be specific about your grievance.
  • Be polite.

Big thumbs up on the last one!

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Wanted: A Modern Real Estate Agent

Posted Tue, 07/14/2009 - 20:29 by Anne

Last week, I twittered looking for a real estate agent to help us sell our home here in Austin:

 

What I wanted: referrals from real people like us. What I got: replies from agents, all saying pretty much the same thing.

So I am starting from scratch and trying again, talking directly to you agents this time! Here goes...

My husband and I are empty nesters who are ready to sell our family home and run away to where the sun shines every day! Our house is offically located in the Southern Oaks neighborhood. Our quiet cul-de-sac doesn't connect to other Southern Oaks streets, so it feels more like Western Oaks. Easy accessibility means it's a short drive to downtown, shopping, and dining. Two-story, 3 bedrooms, 2 baths, 2-car garage, 1700 square feet, huge yard with trees and plenty of room for gardening or play.

We've spent the last two years updating it so that we can get the most value from our sale. But we also wanted to respect the house: It was built in the mid-60s when quality construction was the norm. You won't find tongue-in-groove lumber like this on the roof decks of any new house!

What have we done? New roof, new soffits, new gutters, new insulated patio cover, new garage doors, new ceramic tile, refinished tubs and tile and kitchen counter tops, new bath countertops, new fixtures, new paint throughout (premium paint, of course), new carpet with upgraded padding, new designer outlets and switches, new gas range, new lighting through most of the house, and landscaping in the backyard.

So what are we looking for? An agent that understands South Austin and our neighborhood, comes prepared to describe how you will market our house, and is committed to helping us sell as quickly as possible. The more you can tell us about similar house you've sold, the better.

(Just for the record, here's what we don't want: An agent who starts by saying you will do a competitive market analysis and a list the property on MLS. We know everyone does that.)

In the title, I say that we're looking for a modern real estate agent. That means the most important part of what you can tell me is how you'll help us price the house right then create buzz and bring us lots of potential buyers.

So if this sounds interesting to you and you'd like to help us make a strong, quick sale, I'd love to hear from you! Our goal is to have a signed contract with an agent by Monday.

Update: I just got a contact from an agent that says he'd be "happy and honored to serve our needs" and asks when we're available to meet. That's not what I'm looking for, ya'll. When you contact me, tell me why it's worth our time to meet with you. If you don't, I'm not even going to reply... Sorry to sound harsh, but that's the way it is.

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