Sometimes, it doesn’t take much to deescalate a customer grievance, just a simple, honest admission of guilt and a heartfelt apology.
Social Media Pundits say the demand for a response to a complaint is 15 minutes on Twitter and about an hour on Facebook. Burger King however, was a little too late.
A certain Udit Bansal left a review for Burger King on Facebook, but apparently they missed it.
When Burger King later found out this miss, they got in touch with Udit over a phone call, but hey, that isn’t personal enough!
So burger king landed over at his house and surprised him with a musician who doled out the tunes to ‘Sorry seems to be the hardest word’. Now THAT is pure class! Check it out.
While competitors are rolling out robotic messages with no solutions…
…such a level of personalization from Burger King has raised the bar. It’s heartening to see some genuine ‘customer care’, a term which is now substitute-able with ‘kripya line par bane rahe’. As far as Udit is concerned, he is probably feasting on a whopper right now!
Well played Burger King, well played.