After using Twitter for sometime now I’ve seen some really bad/nefarious uses of the medium and thankfully the guys at twitter HQ are quick to stamp out the culprits. I’ve also noticed the adoption of the platform by businesses to communicate with their customers, or even prospective customers, and I have been quite impressed with this forward thinking.
Now there is one example of this use of twitter that impresses me so much I feel it’s worth sharing it with anyone and everyone who cares to read this post. The company I refer to is Macdonald Hotels.
To give some background I’ve been helping out at SQLBits IV, the Free SQL Server conference, that took place in Manchester on March 28th 2009. Since most of the organisers, helpers and attendees were not local to Manchester the organisers struck a deal with Macdonald Hotels to offer reduced rate rooms for the weekend. This in itself is such a great idea because in return for a promotional room rate they were listed as the preferred hotel for SQLBits attendees on the website! Ok so back to twitter…
About a week before the event I started getting my travel arrangements organised and since I’d not been to Manchester before I sent out a tweet asking for info on parking along the lines of:-
“Anyone know about the parking situation near Macdonald Hotel for #sqlbits?”
I only really expected maybe a one-liner from one of the members of the SQLBits team with a web link or something, but what I got impressed me no end. Within a few minutes I had a response, on twitter, from Macdonald Hotels with details of their secure car park including number of spaces, cost and directions – all tagged with #sqlbits for other attendees to find. Now if this wasn’t impressive enough they then continued to tweet with details of other local parking along with maps, directions to the hotel and costs.
Now I don’t know about you but that blew my socks off. Bearing in mind that they sent these messages without being able to confirm which hotel I was staying at or if I was even staying at one of their hotels. To add to this they must have spent a good 15 minutes researching and aggregating all the information to send it out to me.
To complete the great customer service they have since sent a couple of tweets asking if I had a good conference and a good stay at the hotel…
…now that’s what I call customer service!