This article was originally posted on January 25, 2009.
We ran into some minor, annoying issues with the service, surly attitudes from the bartender and waitstaff. Nothing acute, a lot of what you’d expect at a crowded bar in an urban setting (especially in Philadelphia, where pugnacity is an art form), but it aggravated me enough to Tweet about it:
I was positively dumbstruck when I received an e-mail today, not 24 hours later (on a Sunday, no less!) from McGillin’s decidedly non-surly publicist offering to buy me a beer by way of apology. It appears that McGillin’s created a Twitter account last week, has 47 followers already who’ve signed up for information about McGillin’s news, events, giveaways, etc. , and most importantly, actively monitors their “channel” for feedback from their customers.
The cycle between a customer’s experience with a business, feedback, and corrective action being taken or not has gotten amazingly short and direct. Kudos to a decidedly “old school” business for investing in and effectively using this “new school,” social media tool to improve a customer’s experience.
Originally published at https://mikegil.typepad.com.