Customer Service In A Post-Twitter World

The New Eye In The Sky

Posted by JohnH

At Society's, I was welcomed by the restaurant's staff and seated graciously. The waiter explained the intricacies of their much-touted Mojito menu and eventually moved to take my order. Nothing was out of the ordinary. I got my pretzel bread and house-made mustard butter. I got my salad. I was enjoying my lunch. During this rather mundane course of events, I decided I would update my Twitter feed, basically going so far as to say that my check-in experience had gone flawlessly and that I was sitting down and enjoying my lunch at Society. Within ten minutes of that post, Society's manager approached my table.

"Ah, you're the one," he said.

"Sorry?" I replied bewilderedly. Had I made some egregious error? Was Steve Wynn finally going to eighty-six me from the joint for being too obsessive with his new property?

"The Twitter guy."


"Let me explain: I just got a call from our Office of Internet Outreach saying that someone on Twitter was eating at our restaurant. I looked on the web page, saw your profile picture and knew it was you."

"Ah, the update about eating here."


I was amused by this much, to say the least. However, what came next made a big impression.

"Is everything fine with your meal?"

"Yes, it's fantastic."

"Alright, just let me know if there's anything else I can get from you."

Now, that may not be entirely groundbreaking in the realm of customer service and it most certainly pales in comparison to a man threatening legal action in order to get a customer's luggage returned, but it speaks volumes on the potential of Twitter has for ensuring an almost instantaneous response to a customer's needs, wants, and desires. Consider, if you will, that my meal was not going as planned and I had decided to tweet about being unimpressed with the restaurant. I can only imagine that, if a call was made to ensure that my meal was going well when I was being so laudatory of the resort, every effort would have been made to ensure that my dining experience was brought up to Wynn standards.

The very thought of this insta-service is simply jaw dropping. A person tweets that they're having trouble checking-in, the Twitter office has the capacity to see that, realize that it creates a bad brand image in this new social media forum, and will do whatever it can to correct that guest's dissatisfaction. If you haven't gotten turndown service and tweet about it, they could potentially work to correct that. This Twitter office, this experiment for Wynn, has the potential of becoming the true Las Vegas Concierge.

And, yet, it also has the potential to unfairly favor those who are fortunate enough to know that Wynn has a presence on Twitter, or to even be fortunate enough to realize that Twitter exists. At the same time, as more people join the Twitter craze, we have no idea of knowing whether or not the individuals in the Twitter department will be able to grapple with and address every service disruption being experienced in the resort.

Those of us already greased into the Wynn Twitter Machine are occupying a preferred place in the customer service sphere. What happens when we're not impressed with the service at Switch? Will this service will expand to include Twitter-follower only promo rate for Wynn | Encore? I can hardly wait to see how this true paradigm shift in the customer service world will evolve and mature over the next weeks, months, and years.

But, enough, of my optimistic, the future is here now proselytizing. What is the moral of the story for the average Vegas tripper? It's simple: If you aren't on Twitter, get on it now. Once there... well, first you're going to have to follow @vegastripping. But once you do that, follow both @wynnlasvegas and @encorelasvegas. When on your next trip to either of the resorts, let them know, let us know what your experience is like. Some of us might not be so voyeuristic as to let the world know that they're pigging out at the Buffet, but you never know when you're not going to dig the service the waitress is providing you with and will want to connect with someone who can correct her not-so-rosy disposition. Then @wynnlasvegas will be your greatest ally and tool with which to navigate the world of that resort. Or, if you don't want to go through all of that, just ask to see a manager; it's worked since the inception of the customer service world, and I'm sure it's going to work just as well in the future.

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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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