Finding good customer service on Twitter

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By Travis Mayfield

On the way home from a weekend in Washington wine country recently we stopped in Yakima.

I’d heard the hype, but never tried a Sonic Drive-In.
 
So we did.
 
My experience was less than stellar so I took to Twitter:
 
Seriously, @sonicdrive_in is famous limeade? The one we had tasted like Sprite & chipped ice http://twitpic.com/5955kg
 
Within 24 hours @Sonicdrive_in had tweeted me back:
 
@TravisMayfield We apologize for your experience. Use the link to give us your info so we can follow up Thank you. http://bit.ly/mlRU3F
 
They followed up and by the end of it I had a voicemail and two emails from the manager of the
Yakima Sonic apologizing and offering another combo meal on him.
 
This past weekend I was trying to use the new US Bank iPhone app to deposit a check. For some reason it wasn’t working properly so again I took to Twitter in frustration:
 
@usbank why does your iPhone app's check depositing feature promise so much & then deliver NOTHING but frustration (& no deposited check)??
 
Within hours US Bank tweeted back:
 
@TravisMayfield Hi, US Bank here. Sorry to hear this. If you'd like, DM us ur contact info & we'll follow up to help w/ this. ^jw
 
They too have already followed up and we’re working out my issues with the app.
 
Finally, you may remember I was airing some frustration over garbage service at our house a few weeks ago and I tweeted:
 

5th Thurs in a row @CleanScapes doesn't fully empty our trash (@seattleSPU) #WTH http://instagr.am/p/ELBX-/

 
Both Seattle Public Utilities and CleanScapes followed up and the problem was solved (see my follow up TopLine post).
 
Twitter has always been a great news service and lots of fun. But now increasingly it is the place to turn when you have complaints about companies and services.
 
Will it work every time?
 
Probably not.
 
But so far I’m three for three in just the last three months and that’s not bad in my book.

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