A Happy Moment that Started on Twitter

Stories about social media screw ups and mistakes often get shared and giggled at, so to counter all of the war stories, here’s an example of social media success, a tale of a fun moment we had a few weeks ago.

Do you know what a Feijoa is?  I can say for certain that I had never heard of it until recently, when a customer asked us through our Thrifty Foods twitter account if we stocked them.

A quick Google search later and I discovered that it’s a funky flowering plant (!) and fruit tree that looks a little like a kiwi without the fuzz (to my eyes anyway).

My next step was to get in touch with one of our resident produce experts. I couldn’t find the Feijoa for sale in our stores. It turns out that this was not a regularly stocked fruit, but he could order it in for this customer.  I got in touch with her, asked her which store she location she shops at, and passed her contact info to our produce team so they could get in touch her when the product arrived at her store.

In most cases, that’s the end of the story for me as the community manager – I never hear from the customer again.  Happily, this time we did get an update once these Feijoas found their new home.

As it turns out, the customer worked for Trapeze, a local Marketing and Advertising Agency, and they shared the story of her search for the Feijoa on their Facebook page.  A New Zealander, Jeanne had been looking for this fruit that is popular in her homeland and was tickled when we brought it in especially for her.

We do what we can to respond to customer’s tweets and messages to make them happy.  A team of co-workers helps with the carry through, especially in this case.  It was so fun to see this customer so happy – can’t we all use a little good news once in a while?

Sarah Roberts

Sarah Marlayne Roberts is a public relations and digital media strategist based in Victoria, BC. She has extensive marketing, social media, public relations, and special events experience from her work in television (CTV Television, Canadian Idol, Juno Awards, The Bachelor Canada) and with some of Canada’s most vibrant brands including The Edmonton Oilers, the legendary Hudson’s Bay Company and now, Thrifty Foods. Her focus at Thrifty Foods is on the company’s digital presence including the web and social channels, working to reflect the in-store experience online. In her spare (?!) time, Sarah also blogs about pop culture and other stuff you shouldn’t live without at STUFF by Sarah and works with small business clients on maximizing their online presence.

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  • Mfriebel

    Fantastic job Sarah. Knocked it out of the ball park! 

  • http://twitter.com/SarahMarlayne SarahMarlayneRoberts

    Can’t take all the credit, it was a team effort!