Last week I wrote a post about my stay at the Minneapolis Hilton and how the front desk team didn’t respond when I informed them that my visit was rather disappointing. I used it as an example of a missed opportunity in service recovery.
Several hours after I put up my post, however, I heard from Hilton’s social media department, saying they saw it, were concerned and were looking into it. And then a few hours later I heard from a manager at the hotel apologizing and offering a free night say if I wanted to visit again.
This is all rather impressive.
The Hilton team found my blog post and quickly moved into action. By doing so, I never got around to posting on Trip Advisor, as I was planning to, and I’m softening my original post a bit, dropping the “avoid the Minneapolis Hilton” line.
This shows why companies should monitor social media; by watching what people say on-line, companies can identify unhappy customers and address the situation to limit the damage. Every company should be doing this.
I suspect it is far easier to create a responsive social media team than to educate all the front line staff. It isn’t as effective but it provides a second chance.
Hilton ultimately did a nice job responding to the situation.