Brindle Media

Posts Tagged ‘Twitter’

In September, I wrote about about a customer service problem I experienced with my local Home Depot. Since Brindle Media’s services include marketing, branding and customer service, I thought it would be useful and fair to the Home Depot organization to to share my experience and post this follow-up.

A brief overview: Due to negligence on the part of the plumbing subcontractor that installed a water heater which I’d purchased at Home Depot in late July, our laundry room was flooded. The plumber paid for an emergency crew to dry out the laundry room and installed some dry wall which had to be removed but refused to take responsibility for restoring the room to its original state. The plumbing company then proceeded to turn the victim into a victimizer and accused me of trying to rip them off. That whole process took us to mid-September. When I complained to the local Home Depot who had hired the subcontractor for installation, their position was that I needed to negotiate directly with the subcontractor. This is where social media and customer service entered the picture.

After blogging about the problem on September 14th, I Twittered about the blog and hash-tagged Home Depot. Within minutes of that tweet, I was contacted by Michael at Home Depot’s customer care center in Atlanta who then connected me with Stephanie in the company’s Customer Care Social Media department. Within 48 hours, I was connected with Sedgwick Claims Management and on October 22nd received a check to cover the cost restoring our laundry and family rooms to a semblance of their pre-accident state.

As a customer, I was very satisfied with my treatment by Michael and Stephanie on behalf of Home Depot and by Tammy at Sedwick CMS. The good news is that the situation was resolved. The bad news is that the resolution took three months. It was interesting and disturbing that no one on the regional or local level at Home Depot ever bothered to follow up.

So the lesson here is that when you encounter a customer service problem with a national retail chain, social media tools like Twitter and Facebook can provide you the leverage that you need to get the attention of the customer service department and help resolve a problem using a top-down rather than a bottom-up approach.

Hopefully, you won’t ever find yourself in a situation where you’ll need to employ this advice !

My First Video Podcast

Last weekend, I was one of more than 300 people who attended Podcamp Boston 4 at the University of Massachusetts campus near the John F. Kennedy Library along Dorchester Bay.

The original Podcamps were specifically focused on the creation of audio and video podcasts but these events have evolved to encompass a wider range of new media tools. For a Baby Boomer
like me, all this youthful energy, intelligence and enthusiasm can be daunting but I also find this collection of people sharing their insights and knowledge to be inspiring and invigorating.

Of course,like any even of this type, Podcamp Boston had it’s share of interesting characters…

And there was some nice scenery, too…

One of the challenges I heard presented over the weekend was to describe your purpose in two “tweets” or less. If you’re new to Twitter, a “tweet” consists of 140 characters including the spaces between words. Here’s what I came up with:

Buzz4Boomers’ goal is to help Baby Boomer adults adapt to today’s rapid changes in information flow and media options by sharing the knowledge and insights I learn from people I meet in new media and experiences I encounter.

By my count, that’s 230 characters, 50 under the maximum allotted 280 tweets.

One piece of advice which I heard frequently at Podcamp Boston was that the most important thing a person can do when they’re planning to create a podcast is to just do it. So I decided to take their advice and create my first video podcast using my Flip Ultra camcorder. You can tell that my camera work needs a lot more practice but in the New Media spirit of “authenticity”, here’s the first Buzz4Boomers video podcast:

http://buzz4boomers.blip.tv/

Well, the way I see it things can only improve.