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Can You Hear Me Now, Walgreens? | Mary Biever | One Writing Mother

Can You Hear Me Now, Walgreens?

Wow! I had an incredible experience at Walgreen’s yesterday. It had suddenly started snowing in Evansville, Indiana. I ran into the Walgreen’s on north Green River Road. As I checked out, I was blown away.

Mary, a beauty advisor helping as a cashier, listened to the concerns of the older lady checking out in front of me. The lady was scared about the snow and ice. Mary listened to her, comforted the lady, and wished her well. She took the simple job of checking someone out and made a real connection with the lady. At the same time, she did her job quickly and well.

When it was my turn, she was equally friendly to me. I was so impressed that I checked into Walgreen’s and FourSquare to tell them what a great job their employee had done.

A friend responded, asking if they answered me.

I wish I had been able to say yes. So I looked up Walgreen, saw they were on Twitter, and again told them I had complimented them.

No answer.

Their Twitter feed shows that they do post some promotional info. They have 13,000 followers.

However, at least yesterday, they were not monitoring their at mentions to see what customers were saying.

What an opportunity. Twitter is not a broadcast medium. It is a method by which to build stronger relationships with customers. 

Lesson for businesses:

  1. If you’re on Twitter, monitor your feed. Answer customer comments in real time, and you’ll build customer relationships for life.
  2. If you think you’re not on Twitter, your customers already are, and you don’t know what they are saying.
  3. If you have great employees like Mary, who already get how to listen and engage customers, train them in social media and make them part of your social networking team.
  4. If Walgreen’s ever sees this blog, or my Tweets, I truly hope someone will tell Mary that on a snowy day in Evansville, she did a great job, and customers noticed.

Thanks, Mary, for making a snowy bad day a little better. And thanks, Walgreens, for hiring great people.

3 Responses to “Can You Hear Me Now, Walgreens?”

  1. Amy February 10, 2011 at 10:31 am #

    We experienced this exact same phenomenon last year, only the opposite. We visited their site to unfortunately complain about very rude service. No response. It’s disheartening. But, also a simple fix.
    Don’t have social media ports if you have no intention or philosophy of listening to good and bad comments and responding. I love the way Delta handles their Twitter and Facebook Customer Service tools, and they do a dynamic job every day. It’s personal, timely, and gets the job solved.

  2. nibbyp February 10, 2011 at 10:36 am #

    Mary I hope you didn’t follow their twitter feed. What a waste of text. My response to this is: God gave me two ears and one mouth. So I will listen twice as much as I talk.

    • Dave Holland February 10, 2011 at 11:40 am #

      While an employee in a few companies, I told the management that we should have someone pay more attention to what customers are saying in the user groups (back then no Facebook or Twitter) because they are great opportunities for positive customer sat stories. We could have helped some customers, addressed some issues and turned some customers around. But they didn’t see the importance. I think that companies need to show that they listen and have a genuine interest in what customers are saying about them. This way they can be proactive in addressing customer concerns before they become major issues. Then how many customers would buy their product knowing that they have great customer service? I guess I’m from old school services using today’s technology….Thanks Mary!!!

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