Diana Smith, a Collegeville resident, has been relying on social media to resolve issues with big companies or organizations, writes Erin McCarthy for The Philadelphia Inquirer.
She relayed her frustrating experience and tagged the airport’s account.
Smith knows the power public call outs have on the companies. Five years ago, when her washing machine that was under warranty needed repairs, she was not able to get in touch with anybody at the company she bought it from.
“People on the phone, people on email, no one was getting back to me,” said Smith. “I tweeted, and they got right back to me. My issue that had taken a month was resolved in a week.”
After that incident, she started reaching out to various companies or organizations on either Twitter or Facebook every few months. She offers polite feedback or asks about a problem.
“I’m looking to get their attention and have my matter resolved quickly,” she said. “And have them know how I feel quickly.”
Read more about Diana Smith and her consumer satisfaction methods in The Philadelphia Inquirer.
A top-notch consumer problem-resolution story.