4 Steps to 5-Star Social MediaBy Michele Peterson
Have you ever had the opportunity to stay at a five-star hotel? Top-notch service, highest quality everything … a fabulous experience on every level imaginable.
My family was able to visit the Four Seasons Hotel in Washington, D.C. this summer, and our excellent experience with this five-star hotel didn’t end when we got in the cab and drove away …
We ate breakfast in the hotel’s restaurant, and the coffee they served us was simply divine! A week after we got home – and actually even now, a month later – I still crave that coffee!
So I decided to ask the Four Seasons if they would disclose what kind of coffee they serve.
I went to their Facebook page and posted this comment:
“Had some of the BEST coffee ever when we stayed at your hotel earlier this month … What kind do you serve? And where can I get some so I can have a little Four Seasons at home?”
“Hi Michele! So glad to hear you enjoyed the coffee during your stay with us. We are looking into it and will get back to you ASAP with more details!”
About four hours later, they posted the details of the Italian coffee they serve, including the company’s website.
It made my day!
In thinking about it, I’m not surprised that a five-star hotel like the Four Seasons provided such excellent customer service … nor am I surprised that their customer service would extend to their social media.
It was simply a joy to be able to experience for myself a really great use of social media – Facebook, in particular.
Let’s look at what made the engagement so effective …
1 – They had someone monitoring their Facebook page. They were present.
2 – They conversed with me. They replied to my comment. They were responsive.
3 – They tracked down and provided the information I requested. They were helpful.
4 – They exceeded my expectations by providing the link to the coffee company’s website. They were exceptional!
Are you providing a five-star experience with YOUR social media efforts? Tell me about it in the comments below. Share your successes AND your challenges. Let’s see if I can help …