Posts Tagged trashed

Turning a customer service disaster into a win

It’s not often you see companies apologising when things go wrong. So when the CEO of a firm uses a promoted Tweets to link to a blog offering a mea culpa it’s worth taking a look at.

Airbnb is an online company that lets people rent extra space in their homes to overseas visitors, or lets people find unique places to stay anywhere in the world.  The San Francisco home of a “host” was allegedly trashed by someone staying there through the site, leading to the airbnb co-founder and CEO Brian Chesky to issue a belated apology and outline new security procedures.

Make what will from the apology, but I find this a very clever way to build trust and alert more people to your company. The first I’d ever heard of airbnb was the Tweet which said: “We screwed up and we’re sorry. Here’s how we’re making it right: http://t.co/X6WWntj. Naturally I had a look, and now I’m pretty interested in their method of house swapping. Social media win!

There is the cynic in me who says this could be a clever way for a company to promote security procedures, even so does shows how being straight with the public when after a company has acted poorly can be a lot more useful than putting up shutters and trying to cover things up.

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