The Power of Social Media

This past week I was having quite a runaround with my trusty Walgreens. I won't bore you with all the details, but I would classify it as technology problems. Computers were not working as they should have so I made 2 trips there in 1 week and have to go back again this week. Kind of annoying.
On Friday I was feeling a little perturbed and expressed my annoyance with Walgreens in a tweet.
What do you know: they responded to my tweet!

Sry to hear this. Pls DM the location and your contact info and I will have mgmt look into this. Thanks Sarah.

I was pretty surprised. I hadn't expected to see this in my mentions panel, mainly because I don't follow @WAGSocialCare. But I decided to follow through and I direct messaged them my e-mail and the Walgreens I was at.
Checked my e-mail a few hours ago and lo & behold, an e-mail with the subject: Pharmacy Dissatisfaction.

Hello-

I'm sorry you had a problem with our Pharmacy, generally our computers work great. Next time there is a problem, ask to speak to a manager, because maybe we can speed up the situation. We really don't know if there is a problem until someone lets us know. Thank you for bringing this to our attention and I hope you do visit us again.

Thanks and be well

Wow, they actually followed through with this. I am impressed, Walgreens. Very impressed. To be honest, I never thought about talking to a Manager about the problem. Though everyone in the pharmacy department knew of the problem, I assumed the manager did. But why be passive aggressive on Twitter? Why didn't I just express my concerns with Walgreens directly? Maybe it's because I'm a midwestern girl and passive-aggressive is our middle name? Or maybe I was just so fed up that I didn't want to spend anymore time there. Whatever the reason, I will keep this in mind.

This whole experience gave me a new outlook on customer service. And how powerful social media is. In other news, CarrieEmge.com is live!!

Posted via email from Becoming an Adult in the City