Customer Service In A Post-Twitter World

The New Eye In The Sky

Posted by JohnH

Unless you've been living under the world's largest rock for the last twenty five years, you probably know that Steve Wynn has expressed at least a little bit of interest in maintaining a certain level of service throughout his myriad of hotels - some might call it the Nordstrom approach (on Human Growth Hormone). Even recently, Wynn Resorts has used their new-fangled iTunes video podcast to profile employees that have provided more than exemplary service to their guests. A guest wanted a pizza at Alex; he got it without any questions asked. A bell-man at Wynn Las Vegas basically threatened a local cab company with the force of Metro PD in order to retrieve an Australian couple's lost piece of luggage containing passports, cash, and anything else tourists would bring to Vegas - why anyone would leave their passport in a duffle bag and not in a warm and cozy hotel safe is beyond me, though. Even on my most recent trip this last week, I was pleasantly surprised to hear that, even though the restaurant had run out of milk and could have easily given cream to my dinner guest for her hot tea, a bus boy ran to the nearest casino bar to fulfill a guest's request. These people will do whatever it takes to make their tip leaving, probably future trip-returning guests as happy as Sinatra's Clams Posillipo.

Recently, as has been documented all too well on VT, Wynn Resorts has entered the online social media firestorm that is Twitter. Or, as Wynn Resorts has referred to it, "they've finally made their splashy 'Hello, Dolly!' entrance into the world's largest cocktail party." Many of us, including myself, were quite worried about how the company would manage its Twitter feed. Would it follow the example set by Caesars Palace, MGM, and the Palazzo and basically use it as yet another advertising front for the company? Or, would it create a personal space where fans of the resort could interact with human beings who would give actual, factual recommendations that you could trust? I would probably be inclined to go with the latter. The folks at the Wynn Twitter Desk probably haven't been operating the feeds long enough for us to give a qualified answer to that question yet. What happens, though, when they've got over 3,000 followers asking for the same recommendation on their birthday/anniversary/probably-gonna-get-lucky-tonight dinner? We just have to wait a bit longer before we make the final decision on the success and sincerity of Wynn Resorts' newest technological experiment.

If your social conversations include discussions about the resort - calling out problems or sharing what you're experiencing at Wynn | Encore, you will get some sort of response. Using the Twitter before my trip, I expressed a certain frustration with Encore's reservation desk, only to get an almost immediate response from their Twitter folks asking me to direct message my confirmation number so that they could ensure I wouldn't hit any service snags at check-in. I tweet that I'm had dinner at Switch and they want to know how the meal went. All of that pales in comparison to the experience I had at Society Cafe the day I arrived.

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Comments & Discussion

Yes, Wynn Resorts has taken a different approach to how they are using Twitter, in comparison to their competitors. Jade Bailey is running the whole Twitter Wynncore project, and seems to be just the perfect person to fit the bill. She has chosen to be much more one on one, approach, and is working hard to build personal relationships with Wynn's clients. Just simple small conversations, that make people feel like, they really do have a friend who works at their favorite resort. In time this will pay off in spades. If you were looking to book a room in town, why wouldn't you chose to stay at the place where your "friend" works. If you have a 'connection' you know you'll get better attention, and have someone on your side to help you, should things not be as perfect as you had expected them to be. Also, with friends, come favors, I've already seen things Wynn Resorts will do for clients, that other hotels will not. I too look very forward to see how the whole Wynn Resorts social media experiement unfolds. And lastly, I know I'm not alone, when I say I'd love to see special Twitter rates also. From Wynn Resorts perspective, it has to be much cheaper to off this, vs doing a multi-thousand piece mailing, which cost a fortune to print, and another fortune to mail.

Apparently I write too much...

I find this kind of thing disturbing, myself. It makes me want to protect my updates and block the companies from following me.

I am tough but fair when having meals, and I am typically not afraid to criticize. However, I wouldn't deliberately try and criticize someone while they're still serving me. I consider it not that much different from eavesdropping on me.

I guess the only thing you can do is protect your account, or just pretend that you're yelling your Tweets to everyone within earshot in the room when you post.

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