Tweets that make a difference
I’ll keep this short and sweet.
A couple of days ago I popped out the back door for a smoke, only to realise I’d left my Zippo lighter in my other jeans, which I’d just put in the wash. Panic striken, I ran to the washing machine and gazed mournfully at the soaked denim spinning around. It was gone, game over.
As is the case with anything slightly more remarkable than staring at a wall, I tweeted my anguish for all to ignore. Because that’s what you do.
Redswish:
Nooo! Just realised I’ve left my zippo in my jeans in the wash!
You can practically hear my cries of devastation, no?
Within a couple of hours, Zippo themselves, who I had no idea were even on Twitter, replied to me:
Zippo:
Remove cotton & wick. Let dry. Replace. Refuel. Good 2 go. RT @Redswish: Nooo! Just realised I’ve left my zippo in my jeans in the wash!
As it happens, I’d salvaged the sodden lighter from the wash and left it to dry on the radiator. A couple of hours later I slotted it all back together and to my astonishment it sparked up first time. This was before I’d noticed Zippo’s tweet.
This is, in my mind, a simple but powerful example of how a great product and great customer service go hand in hand. Zippo didn’t have to spot my tweet and reply, but doing so proved to me that the care about their customers. They’ve reached out to create a connection with me, not by trying to sell to me or bullshit me, but by being genuinely helpful. In doing so I now have more respect for them and am happy to act as an advocate for them.
It took Zippo maybe 20 seconds to see my tweet and reply, but in turn they put a smile on my face and impressed me so much that I’ve gone to the effort of throwing this article together. These little efforts can add up to a lot. Don’t knock it till you’ve tried it!
If you care to, Zippo are here.
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Nathan said:
On an extra note; Zippo later replied again, thanking me for the kind words in this article.
Fascinating!
Abid said:
This article touched me, it really did.
Nathan said:
That sounds like sarcasm Abid?!
Mark said:
Ash mentioned this the other week mate. I was saying to him that it’s a great example of how companies can use Twitter and other ’social’ tools cleverly to improve customer relations.
It’s a great example mate – well worth the quick post.
Abid said:
I can honestly say it was not sarcasm. Must you always think the worst of me?