This is a particularly good Twitter PR moment from a while back for UK grocer Sainsbury’s I happened upon lately. It works because of the follow-up, and also for the brief interjection of personality and humor:
Dear Sainsbury's. The chicken in my sandwich tastes like it was beaten to death by Hulk Hogan. Was it?
— October Jones (@OctoberJones) May 29, 2012
@OctoberJones really sorry it wasn’t up to scratch. We will replace Mr. Hogan with Ultimate Warrior on our production line immediately.
— Sainsbury’s PR (@SainsburysPR) May 29, 2012
But what really counts is that Sainsbury’s followed up the comedy moment with direction for the customer to call them directly.
This has all the makings of Twitter being done right for customer service and PR:
- The brand shared an actual human-like response
- It was funny
- But they take it seriously; hence the phone redirect
- We’re talking about it
Also, rest in peace, Ultimate Warrior.