I tried to make a group client dinner reservation for Roux, a popular restaurant in Tampa, and they made it really impossible to get through. I tried calling their phone, which resulted in a failed voice message system that produced loud beeping sounds and refused to let me leave a message. I attempted making a reservation through their online booking system, and they would not allow me to make a booking for more than 10 people via their site. I called again and again. This was just not going to work. Finally, I decided that I would need to Tweet them on Twitter to get a response. Within a day, their PR and communications manager messaged me back and called me, made my booking and set up fixed menus for me.

It’s amazing to see the power of Twitter. Of course, in fear that I would potentially give them negative publicity via Twitter, Facebook, or another channel, they tended to my every need and continued to respond to all my e-mails within an hour or so. Social media works very, very well.