
Last week, I wrote a post about the great customer service I received from
General Motors. I was so impressed with the service that I forwarded the blog post on to my new friend at GM who had helped me with everything, and I thought that was the end of the experience. Little did I know, that was just the beginning.
Over the course of the next 24 hours, over 80 GM employees viewed my blog post (gotta love Google analytics), I gained 20 new followers on
Twitter and had an interaction with GM's Director of Social Media and Digital Communications. I suddenly felt like I had a whole company that valued my business all from a simple Twitter post.
The next morning, I took my vehicle in for my appointment at the Chevy dealership. After a somewhat long wait, the service tech informed me that all my troubles were a result of severely worn tires. Could have been worse, I guess, but still a costly repair. After thinking about my options for a few minutes, I decided I would get a second quote before shelling out the money.
I went to my local tire store. I knew they wouldn't put the same quality of tires on my vehicle that the dealership was offering, but quite frankly, I was just trying to save some money. The quote was a couple hundred dollars cheaper, so I went ahead and had them make the tire change. I was off and running with a smooth driving car, and once again, I believed GM had done their job, and I probably wouldn't hear any more from them.

But, I was wrong again! That evening, I got a call from Thomas from the Executive Customer Service Staff at GM. To be honest, I didn't return his call right way. I just assumed it was a follow up to my appointment that morning. Little did I know GM was trying to go above and beyond yet again.
Early today, I finally had time to call Thomas back. He had been trying to get in touch with me before I bought new tires. Not because he wanted to tell me how great GM tires were, but because GM wanted to pay for two of them. He said even though tires really fell outside the warranty because of my miles (65k), I had been a loyal GM customer, and they wanted to help me out with some of the cost of the repair.
I started to kick myself at this point for not waiting. I thanked Thomas for the generous offer, but informed him I already purchased some tires that were cheaper at another store. Again, I figured that was it, after all, at this point, the customer service experience had
far exceeded my expectations.
Without missing a beat, Thomas said he still wanted to help me out. He then proceed to offer me a GM Maintenance plan for free. Right now, I can't remember the name of this, but essentially they will cover all my maintenance costs (oil changes, tire rotations, etc.) for the next 30,000 miles. I quickly accepted this offer and thanked Thomas once again.
From the moment I sent that tweet, GM has been looking out for me as a customer. This group of social media specialists has been empowered to make this kind of effort to make sure customers have great experiences.
With all the talk about social media and the pros and the cons, this is a wonderful example of a huge, enormous company, interacting with one individual and making a difference to their business.Did their effort work? Well, you are reading a blog post about it now, aren't you? I also will forward this link to my
Twitter followers and
Facebook friends. Plus, I told ten people personally since this all happened this morning.
Now, this story is reaching over 1,000 people or more. This is why I believe social media works.
I know this probably isn't your typical story, and I definitely don't think everyone should post things on Twitter hoping to get something for free. But in this case, GM went above and beyond--all from a simple Twitter post. Now they have a customer for life.