Brands, take note—here’s now not to respond to an angry customer on Twitter.
The website Kottke.org
recounted the story of Mena Trott, co-founder of Six Apart, the company behind TypePad and Moveable Type, and her recent United Airlines flight to New York that was canceled on Feb. 28.
Trott tweeted three times about her anger with United:
United’s Twitter handle remained mum—until Trott tweeted again, this time about the in-flight entertainment on her flight the next morning:
And United responded!
@dollarshort "...I hear the blues a-callin', Tossed salad and scrambled eggs…"
Good to know that whoever oversees the Twitter account knows the “Frasier” closing theme song; too bad he or she doesn’t recognize sarcasm.
It appears that tweet from United was deleted; however, the airline did offer this follow-up message on Twitter.
Brands, if you’re not going to respond to the angry tweets from customers, don’t respond playfully when that angry customer sends you a smart-ass message.