Robert @Slickb17
Just got ripped off on passport photos. Too lazy to #doitmyself. Never again #walgreens.
The morning after…
WAGSocialCare @WAGSocialCare
@slickb17 Sorry to hear this. Please follow so we can properly address your concern. Be well, Lashailia
Wow, really?? “That shit cray.”
I’ve heard the stories, read the press releases and hundreds of online accounts about brands embracing social media to engage consumers and increase brand loyalty but there’s something very refreshing about actually getting an “official” twitter shout-out from the man (or woman) himself.
Walgreens didn’t do anything wrong. I vented out loud that I coulda/shoulda executed the simple passport photo steps to avoid the 1200% mark-up. After all I’m well versed in photography, Photoshop and Walgreens’ online photo submission interface. Total cost would have been 50 cents. Instead, I hoped on my bike, took two round-trips to the store, and paid a hefty premium for the exact same results. On a positive note @WAGSocialCare is now a “friend” and following me.
Lashailia: Thanks for following. I can have management address your concern. Please provide the store location (time/date) and zip code.
Me: Hey Lashailia. I was venting out loud that I paid $13 for two digital photos.
Lashailia: We apologize you were not satisfied with your order…Please provide your photo order number, store…
Me: Order #xxxxx, Store #xxx… Pictures are fine…
Lashailia: Thank you for providing … Case xxxx… Mgmt will be in touch. Be Well.
On the surface social media is this dynamic ecosystem where people interact and exchange content with each other. The take away term here is “people.” One of the absolute biggest qualms about customer service agents is their almost unbreakable attachment to “the script.” It’s completely logical that care departments have rigid policies and protocols in place to effectively standardize large scale solutions. What’s infuriating though is the de-huminification of the person on the other end. Their artificial and soul-less attempt at empathy is a direct result of the limited power given to these customer service departments (this guy just broke down). At the same time these brands make headlines about embracing the “people’s” platforms as key to future marketing efforts.
Let the people be people. Relax the reigns a little bit. At a time where the model is to embrace mobile, the people’s most intimate communication device, brands need to sprinkle a little personality on top of their million dollar identities or risk sending mixed messages. If major food conglomerate Mondelēz International really wants to tear down their websites and optimize for mobile through close partnerships with major social media aggregator, RebelMouse, and 140 character or less goliath, Twitter, they need to stay current and be real. Automation hasn’t quite cracked the personality code.
Did I just get someone in trouble?
A venting remark, one hash-tag and 6 DM’s later and I now have a case number! The initial contact was perfect; the rest was simply data collection and bureaucratic tape. Sentiment went from “Walgreens really cares” to “yo, chill out it’s fucking Twitter.” This unique situation didn’t warrant that the branch manager send me a personal email [received email within one hour- very efficient!]. Lashailia likely knew this but unfortunately due to protocol missed a unique opportunity to truly engage me.