Business Beware: A Social Media Cautionary Tale

2 thoughts on “Business Beware: A Social Media Cautionary Tale”

  1. Dear Ms. Adrienne Corn,

    I’ve just read your recent blog regarding your stay with us. Please accept my personal apology for any inconvenience you may have experienced. I appreciate your perspective and you outlined so well what should have happened. I will refer to your experience as we take corrective measures and I feel confident we will rectify all your stated areas of concern.

    We regret that your otherwise enjoyable stay ended so poorly as our only desire is to offer you the most pleasant stay and all the courtesies that would assure your stay was a favorable, memorable experience. For your inconvenience, I have credited back to you a portion of your spa charges. Please feel free to contact me for further discussion.

    Best regards,
    Jurgen Schafers
    General Manager
    Omni Orlando Resort at ChampionsGate

    1. Dear Mr. Schafers,
      Thank you kindly for your very prompt response to my “letter” and suggestions. I also appreciate the partial credit for services. I do think that our check out experience was an anomaly but certainly a scenario that can help your staff do even better with your next customers, even in the midst of a problem.

      It is good to know that your company is seeking an understanding of how you are perceived online in order to improve the customer experience and as such are closely monitoring your social sentiment. That’s good news and based on my social media experience with you thus far, think you will be quite successful at using social sentiment analysis to your market advantage.

      This post is also syndicated on the website http://www.socialbusinessone.com and, in the interest of full disclosure, I have taken the liberty to post your response there as well.

      All the best,
      Adrienne

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