Tesla owners complained on Twitter that the super charging station was occupied, Musk responded in 1 minute, and the solution was on the road for 6 days.
If you are a social editor or a business leader, how do you face negative comments on social media? For all entrepreneurs nowadays, the scale of social media is often confusing, and it is not easy to handle or even create an irreversible crisis. Tesla CEO Elon Musk personally demonstrated how to use the power of social media last month to turn customer complaints into the most efficient and progressive momentum of the company!
In the face of customer complaints on Twitter, Musk demonstrates ultra-efficient customer service
Last month, a Tesla owner complained on his Twitter that many car owners were occupying the car charging station, causing the owner of the car to be charged. The car owner shared the incident:
Recently, when I was driving to Silicon Valley for a meeting, I needed to charge the car. I decided to stop at the charging station in San Carlos on my way to Palo Alto. At that charging station, there were 5 cars waiting in line. Most car owners who are charging seem to have gone elsewhere. The San Carlos charging station is close to Whole Foods, Peet's Coffee, gym and restaurant, and many owners still park their vehicles in the charging position even if the car is fully charged.
The owner marked Musk in the tweet. After about 1 minute, he got Musk replied: "You are right! This has indeed become a problem. The charging station is used for charging instead of parking. , we will take mobile improvements."
Just six days later, Tesla released a new policy on the official website:
We design the vehicle charging station so that the owner can have a smooth experience during the driving process, so we can understand the feeling that when you arrive at a charging station, you see that all the charging positions are full, in order to replace All car owners will create a better experience, and we will introduce a “vehicle idle fee†that we hope will provide vehicle flow efficiency at the charging station.
In the future, when the vehicle is fully charged, the owner will be reminded to pick up the car through the App, and a reminder will be attached. “When you leave the vehicle at the charging station, we will charge a $0.40 vehicle idle fee per minute if you take the vehicle out of time. If you remove within 5 minutes, you will not be charged for this."
(Source: Flickr/Jeff Cooper CC BY 2.0)
In addition to marketing, social media can actually get more from it.Musk, who manages many different businesses such as Tesla and SpaceX, still demonstrates super-efficient execution that many people cannot understand. In this incident, Musk can actually observe the skills of using social media. He frequently responds to customer questions and complaints, and shares his ideas on social platforms. He uses social media to make many people unique to Musk. The personality traits are attracted and change the way people measure the value of a leader in today's society.
"The one in the table" may be the key to Musk's success. He doesn't just talk about his customers in public or on the Internet. On Twitter, he used mobile to prove his determination to solve problems!
So don't ask fans on social media what you can create for them, ask what you can do for fans!
Using social media can help marketing activities. If you use “feedback feedback†as a learning tool, you will get more than imaginary value, whether it is from customers, colleagues or even vicious network acid people. It can provide a unique perspective for business leaders, because in the end, this will be an opportunity to create a win-win situation, perhaps this is what we can learn from Musk.
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