Social media is a puzzling place.
There are many, many great things about it. Like the ability to stay connected with friends and family around the globe.
And then there are not-so-great things. Like becoming overdependent/borderline addicted to it.
For businesses, it can be their main source of traffic to their website (which is smart, because social media a great way to reach your target market.)
But when not careful, it can also be hazardous. Many businesses have put their foot in their mouth on social media and payed the price for it.
Recently, Tesla and SpaceX CEO Elon Musk showed how businesses can use social media as a way to create a true connection with customers. And I’m not talking about advertising.
A Tesla owner went to Twitter to complain about other Tesla drivers monopolizing the spots at a charging station.
Elon Musk took the criticism seriously…
“I was recently driving to a meeting in Silicon Valley and had to charge my Tesla. I decided to stop at the San Carlos supercharger on my way to Palo Alto and there were 5 other Tesla cars waiting in line to get a charging space. Most drivers seemed to have gone somewhere else as their cars were charging. The San Carlos supercharger is located within walking distance from Whole Foods, Peet’s Coffee, a gym and some restaurants. Many drivers therefore keep their cars parked at the supercharger even once their cars have finished charging.
I tweeted at Elon to tell him.
Within minutes, Elon promised to take action.”
@loic You’re right, this is becoming an issue. Supercharger spots are meant for charging, not parking. Will take action.
— Elon Musk (@elonmusk) December 11, 2016
It only took 6 days for Tesla to officially change their policy:
The announcement reminded Tesla owners that the company’s app will alert them once their car’s charge is nearly complete, adding: “For every additional minute a car remains connected to the Supercharger, it will incur a $0.40 idle fee.” (The fee is waived if the car is moved within five minutes.)
And that, ladies and gentleman, is what we call customer service.
That’s pretty amazing, considering that Elon Musk is simultaneously running Tesla, SpaceX, and Solar City.
And it’s something we can ALL learn from…
Customers come first.
You can read more over at Inc.