I read two things yesterday that cemented for me the fact that, due to the effect of social media, customer service and public relations are now inextricably linked.

The first was a quote by Randi Zuckerberg, Facebook’s former marketing director (and sister of the social networking site’s famous CEO), in the August 2011 issue of Hotel Management.

She said, “We’re basically at a place where you can’t afford to [let] a very vocal person have a bad experience [at your business].”

The second was a blog post by Peter Shankman titled, The Greatest Customer Service Story Ever Told, Starring Morton’s Steakhouse.

In it, Peter describes an act of heroic service delivered by a Morton’s Steakhouse in New Jersey that was initiated by a simple tweet by him in Florida hours earlier. While Peter attempts to play down the role his Twitter follower count and related influence may have played, Morton’s is savvy enough to recognize a PR opportunity when they see it.

What happened next is the stuff of legends—though one may debate whether it was legendary customer service or a legendary PR ploy.

Either way, you’ve got to hand it to Morton’s for assertively monitoring its Twitter feed and capitalizing on an opportunity that countless, less engaged businesses would have simply allowed to lapse…

And it was an opportunity. Within one day of Shankman’s blog post, there have already been hundreds, if not thousands, of social media pings—blog comments, Twitter retweets, Facebook Likes, etc.—pertaining to it.

Aside from the obvious benefits to Morton’s reputation, consider this sampling of comments by readers of the post:

• “I don’t eat out at steakhouses too much, but Morton’s is now on my radar.”
• “I’ll be looking for an opportunity to visit a Morton’s in my area and will definately remember this story.”
• “And then you have me, just a guy who has never heard of Morton’s reading this post because a friend linked to it on Facebook. I read it and think, huh, maybe I should try this place.”
• “I’m from Northern Ontario in Canada and I’ve never even heard of Morton’s but I swear if I’m ever near one I will remember THIS story and I will stop in!!”
• “I’ve never eaten at a Morton’s…but I’m looking for a place for a special dinner soon and will now be booking it at the Morton’s in Baltimore.”

Whatever resources Morton’s may have invested in this over-the-top PR stunt, its positive return on investment is incalculable.

Randi Zuckerberg cautioned businesses to avoid letting a very vocal person have a bad experience. The opposite is also true: Businesses should go out of their way to ensure that a very vocal person has an exceptional experience.

By capitalizing on the opportunity presented—even unwittingly—by (a very vocal) Peter Shankman, Morton’s did just that. They understand the new reality that, due to the effect of social media, customer service and public relations are now inextricably linked.

Have an opinion? We’re listening.

In the 1990s, I worked for a hands-on general manager named Mark Conklin who frequently attended morning pre-shift meetings throughout the hotel.

At one such meeting in the housekeeping department, I was invited to deliver a short presentation on delighters—those “little extras” that would pleasantly surprise or even “Wow!” hotel guests. During the presentation I asked the housekeepers for illustrations of these delighters. As they provided examples, I captured them on a flipchart.

Their list was impressive, including such unexpected amenities as: in-room coffee makers and safes, complimentary stationery, telephones with multiple data ports, etc. (Keep in mind that this list was created in 1993.) Today’s list might include: complimentary WiFi, upgraded bedding packages and bathroom fixtures, iPod docking stations, etc.

As I was recording the last delighter on the flipchart, Mark posed this question to the group, “How about a clean room?”

He went on to emphasize that, while delighters and service heroics are sexy, are trumpeted by the marketing folks, and often praised by guests, none of the “little extras” will matter if we take for granted the big things. And in a hotel, cleanliness is a very big thing.

The other day, I read something that made me think of that pre-shift meeting so many years ago… I read that today’s customers “expect and demand” social customer service—the interaction that occurs between an organization and its customers using social media channels.

At best, this statement is a reach. What customers really “expect and demand” is for companies to deliver on their brand promises. That may mean a cell phone call that doesn’t drop, an insurance agent who is responsive to a claim, or a hotel room that’s spotless.

A cellular company’s Klout score is a distant concern for a customer who can’t get a signal to make a phone call. The quality of an insurance company’s tweets is insignificant to a customer who can’t reach their agent to file a claim. And the number of “Likes” garnered by a hotel’s corporate Facebook page matters little to a guest who has discovered hair—or worse—between their sheets.

In the same way we had shifted our focus to “Wowing!” hotel guests with delighters at the expense of the fundamentals in the ‘90s, many organizations today have been seduced into believing that social customer service will somehow compensate for their inability to consistently deliver the basics. It won’t.

There is a place for social customer service. It’s just not ahead of fulfilling your brand’s core promise.

What do you think?

Last January I was one of those people who bought a new wall-mounted flat screen television set just in time to watch the Super Bowl on 52 inches of high definition eye candy.

I only have about 500 words, so I’ll spare you most of the gory details of my experience with Best Buy. Problems began when, after missing a four-hour installation window, my salesperson ignored repeated messages requesting an update that were left on his cell phone. Even more shocking, the store itself was not answering its phone at 3pm on a Friday!

Without being able to learn the fate of the Geek Squad installation crew, I took to Twitter and eventually heard back from @Coral_BestBuy. Although she was responsive, I got the impression that unless I could reach my salesperson or a store manager, the system would not be installed that day—and may not be installed in time to watch the game on Sunday.

After several unsuccessful attempts, I finally reached a store manager who lit the necessary fires to have an installation crew to my house by 6pm in order to complete the installation by 9:45pm.

In the days following the installation, as charges began to appear on my credit card, I noticed pricing discrepancies totaling $270.

I brought this to the attention of the same store manager with whom I spoke the Friday before and she said that she’d look into it and get back to me. That was on February 9^th.

On February 14^th, I exchanged Valentine’s cards with my wife but was feeling no love for Best Buy. I detailed my experience in a letter (old-fashioned, I know…) to Best Buy CEO, Brian Dunn and VP, Customer Care, Lisa Smith.

That was over a month ago and I have yet to hear back—not even a form letter. Either they have a tremendous backlog of customer complaints to respond to or they are simply indifferent toward customers. I’ll give them the benefit of the doubt and assume it’s the former.

In reflecting on my Best Buy experience, I would rate my touch points and employee interactions as follows:

• In-store salesperson (pre-sale): Helpful
• In-store salesperson (post-sale): Fail
• Phone calls to store: Fail
• Twitter rep (@Coral_BestBuy): Responsive
• Store manager (regarding installation): Helpful
• Geek Squad installation crew: Outstanding
• Store manager (regarding pricing discrepancies): Fail
• Corporate headquarters: Fail

When half of your interactions with a company result in failure, that’s not good. The other insight I gleaned from this experience is that, if Twitter is your customer service strategy, you’re in trouble.

A responsive Twitter rep will not compensate for a salesperson’s refusal to return a call, a manager’s failure to resolve a pricing discrepancy, or corporate headquarters’ indifference toward a customer’s letter.

Regardless of whether your company has an engaging Facebook or Twitter presence, if you’re going to succeed with customers, you still must honor commitments, return messages, answer phones, resolve disputes, and respond to letters.

Otherwise, like Best Buy, you’ve failed.

I recall a statistic: 68 percent of customers quit doing business with a company or entity because of perceived indifference toward them as customers.

When I share this statistic with groups, most participants are shocked: “How is it that so many people claim to be treated indifferently? That’s appalling!”

And when I ask audience members to describe what it feels like to be treated indifferently, I hear responses such as:

• I feel like I don’t matter.
• I feel as though I’m unimportant.
• I feel ignored.
• I feel taken for granted.
• I feel devalued.

Exactly.

And the same sad phenomenon is happening in the social sphere. Businesses are establishing a social presence on Facebook, Twitter, and other social media channels and then ignoring attempts by their “fans” to engage.

Not long ago, I wrote a post titled, Engage or go away. The gist of the post was my surprise and disappointment at the lack of engagement from businesses in the social sphere.

Let’s be clear. By “engage,” I mean to take part in conversations, to be responsive to others, and to be interested in others.

Some people mistake activity for engagement. Activity (e.g, frequency of Twitter updates) has nothing to do with engagement. If you’re actively promoting yourself and your links via Twitterfeed, you’re not engaged, you’re probably a spammer.

If, however, you’re contributing to conversations as your schedule allows and making a sincere effort to reply to Twitter @s, DMs, emails, and blog comments from your social media fan base, then you’re likely engaged.

While it’s doubtful that you’ll be able to reply to every social media or email contact in a meaningful way, it’s a good idea to minimize the frequency of communication lapses with your fan base.

Here’s why: Lapses erode your brand.

Three nights ago, on November 8th, I tweeted this message to @comcastcares and have yet to receive a reply. That’s a shame. Seriously, to be treated indifferently by a commercial Twitter account with “cares” in its name is quite ironic and, sadly, all too common.

Here’s more irony: Bill Gerth, the Comcast employee behind @comcastcares, found the time to post a blog titled Connecting with Our Customers on November 10^th but didn’t find time to connect with a real, live customer who reached out to his Twitter account two days earlier.

Now, I haven’t met Bill. He’s probably a great guy. But Bill’s travel, work, family, and social schedule (or whatever may have contributed to his inability to follow up with me—a social media “fan” and Comcast subscriber—for three days and counting…) have no bearing on my perception that I was ignored and that my feedback was not valued by Comcast.

I’ve been contemplating a switch from Comcast to DirectTV (mostly for the unique NFL access) for a while now and lapses like this just make it easier to justify the decision to change cable providers.

If you’re going to make the decision to hang out a shingle in the social sphere, remember to be social. And a large part of being social is to avoid the perception that you’re treating others indifferently—as if they’re unimportant and don’t matter.

While fans and followers likely make allowances for those brands—people or companies—with whom they’ve established a genuine connection in the past, if lapses persist, the brand and its fan base will erode.

Do you agree? I welcome all comments, bouquets, and brickbats. Or, you can be like Comcast and just ignore me.

Over the past 15 months I’ve been on Twitter, I have contacted dozens of businesses for a variety of reasons.

In some cases I’ve had feedback on a product or service. In other cases I was interested in buying a product or service. A majority of the time, however, I was simply trying to engage.

The accounts I contacted varied from restaurant chains and coffee and wine retailers, to independent authors and consultants. When providing feedback on an experience I had with a product or service, whether positive or critical, I seldom received a response.

On one occasion, I ordered three pounds of coffee from a Washington-based retailer I met on Twitter. After the coffee was three days late in arriving, I sent an @reply to the account. The coffee arrived the next day but I never heard back regarding my comment. That was the last time I ordered coffee from that retailer.

Another time, my family and I had a negative experience at an area location of an Italian restaurant chain. After blogging about it, I forwarded the blog link to the chain’s Twitter account in an @reply. Instead of following up, they ignored the message. We haven’t returned to that restaurant chain.

And since posting this blog regarding obtaining signed books from two well-known Twitter personalities, I have had another request for ten signed books ignored by another Twitter celebrity. That’s okay, there’s no shortage of competing books for me to buy.

And before anyone attempts to rationalize this lack of engagement and poor customer service due to these organizations or people being busy, understand that we’re all busy.

If you and I are too busy to clean our homes, we hire a maid. If we don’t have time to cook, we eat out. And if we’re too busy to follow up on customer feedback and sales inquiries, we hire an assistant. No one is above responding to customers or making a sale.

Speaking of busy people, two who took the time to respond to me and to ensure that I received ten signed copies of their latest books were bestselling authors John Miller (@QBQGuy) and Gary Vaynerchuk (@garyvee).

These guys are not too busy to respond—or make a sale. They are busy professionals with a lot on their plates who not only preach about the importance of customer service, they deliver it.

In summary, here’s a list of Do’s and Don’ts:

Do:

• Engage
• Respond to others
• Capitalize on opportunities

Don’t:

• Be indifferent
• Ignore others
• Miss opportunities

Bottom line: If you don’t like to engage, you’ll like irrelevance even less.

Last May, I contacted a Twitter celebrity or Twitty (Twit + celebrity = Twitty) to see how I could go about buying ten signed copies of his latest book. My plan was to send a copy to every 1,000th follower of my Twitter updates with a note as a way of recognizing their milestone follow and connecting in a meaningful way.

When I finally reached this particular Twitty, I was referred to his assistant. I left a message for the assistant and never heard back. So, as I’m accustomed to doing when I have options, I contacted another Twitty with the same request. Within an hour, I had received a personal response from @GuyKawasaki with instructions of how to obtain ten signed copies of his latest book, Reality Check which I’ve reviewed at my website.

Within two weeks, the signed copies appeared on my doorstep with an Alltop t-shirt and a note from Guy. So far, between milestone followers and others, I’ve given away all but three copies—which means I’ll be placing a second order before the year’s up.

Now, I realize that @GuyKawasaki has many more income streams than his books (as does the first Twitty I contacted). Even so, successful entrepreneurs rarely compartmentalize the quality of their personal service, meaning that how they handle requests for a small number of signed books is reflective of the quality of their personal service overall.

Sure, there are probably many ways that one can rationalize what happened during my first attempt to obtain signed books, but that’s unproductive. Don’t we often hear excuses from those who fail to meet our expectations regarding one thing or another?

The bottom line is that, as a consumer of business products, my experience has lead me to order books from and become a promoter of @GuyKawasaki. Add me and my book orders to the thousands of others who have had similar experiences with @GuyKawasaki and you begin to get a sense of how one’s personal service contributes to his or her overall success—whether it be the best of times or the worst of times.

Steve @enthused

How much more effective would you be at expanding your presence on Twitter if your updates were not only seen as useful, interesting, relevant, or entertaining—but also stood out in a crowded Twitter stream as unique, refreshing, and memorable?

And I’m not just referring to your avatar. Sure, an interesting pose or graphic is going to draw attention initially but if there’s no personality in your bio or character in your Twitter stream, many won’t follow you back. So, beyond the shiny avatar there must be some memorable substance.

In his best-selling book, The Tipping Point, Malcolm Gladwell introduced the concept of The Stickiness Factor. In essence, he identified the qualities that enabled ideas, concepts, products, etc. to be memorable or “sticky.” The Stickiness Factor is often generated by things that are unconventional, unexpected, and contrary to popular notion.

Later, brothers Chip and Dan Heath devoted an entire book titled Made to Stick to addressing the question: “What makes some ideas stick and others disappear?”

So how can the principles of “sticky” ideas and concepts be applied to Twitter in order to transform typical, bland, and ordinary tweets into “sticky” ones that are unique and memorable—and stand the best chance of being shared (or retweeted) on Twitter?

Studies of the brain have revealed certain traits or characteristics that contribute to something being memorable. Here are some of them:

• Sensory: involves the five senses
• Intensity: exaggerated, absurd, or outrageous
• Outstanding: remarkable, awe-inspiring
• Emotional: contains high-emotion
• Personal importance: interests us, personal significance
• Unexpected: surprises us in some way

By intentionally incorporating these characteristics into your Twitter updates, you will be creating unique and interesting posts that stand a better chance of being noticed in a crowded Twitter stream. And you also increase the odds of expanding your presence on Twitter by having your updates shared and remembered by others.

Here are seven ways that you can incorporate the above characteristics to create tweets that stick:

1.) Express genuine interest: This goes beyond the predictable, “Nice to meet you on Twitter. Have a nice day.” @DrMollieMarti does a great job of expressing genuine interest and conveying authenticity. As a result, she’s made many great connections on Twitter. Here’s an example of one of her updates that showcases her tendency to get real: @DrMollieMarti “Want to make a real difference? Make a continuous choice to be fully YOU, not who your social mask helps you pretend to be…”

2.) Offer sincere and specific compliments: When the opportunity presents itself, compliment others. From time to time on Twitter, you’ll see endorsements of others in the form of #FollowFriday recommendations, retweets, and other props. I’ll use @rmolden’s approach to #FollowFriday as an example. Every Friday on Twitter, users have a chance to recommend Twits they follow to their Twitter communities. The typical #FollowFriday update consists of a string of Twitter @names that are either preceded or followed by: #FollowFriday. What’s different about some of @rmolden’s #FollowFriday recommendations (and why they’re memorable to me) is that he tends to add a bit more substance. Here’s an example: @rmolden “I recommend #followfriday @suzannehih Engaging, positive, perceptive, housewife (with an edge) and theme-maker with a great site http://bit.ly/juX1C” Well done @rmolden.

3.) Share unique knowledge: Twitter offers access to a wealth of diverse backgrounds and expertise. The key is to offer unique knowledge that adds value. @guykawasaki has a reputation for sharing a steady stream of interesting articles from his Alltop website. Many of these posts are memorable for their substance. Others, like this one, are remembered (and retweeted) for their absurdity: @guykawasaki “Fried squirrel, anyone? Live off the land — in the city http://adjix.com/46ub” Another twit who adds value is @KevinZraly. He freely shares his expertise through interesting posts about wine that increase the wine knowledge of his followers. Here’s an example: @KevinZraly “As white wines age, they gain color. Red wines, on the other hand, lose color.” While Twitter users appreciate friendly twits, they value knowledgeable ones. And the more unique knowledge you can share, the more value you add to the Twitter experience for others.

4.) Convey authentic enthusiasm: Just check out Jen’s avatar: @JenChicago. To me, Jen personifies authentic enthusiasm. Love her avatar. Enjoy her updates. She’s a breath of fresh air whenever she surfaces in my Twitter stream. Here’s an example of an update that captures her authentic enthusiasm: @JenChicago “I just bought the song ‘Go Cubs Go’ from Amazon. I am SO Chicago.” You don’t have to live in Chicago to appreciate Jen’s authentic enthusiasm. She is genuinely filled with enthusiasm and authentically conveys this enthusiasm to others in a way that is unique, perhaps even singular, and matches her style and personality.

5.) Use appropriate humor: This doesn’t mean you have to be the life of the party. It does mean opening yourself to the comic relief that daily life provides and cultivating the ability to not take yourself too seriously. The funniest twit I know is @badbanana. His updates usually relate to current events. Here’s one that followed a recent stock market rally: @badbanana “There’s cautious optimism on Wall Street. Now stock brokers are only jumping out of first floor windows.” And another update that came the day after Earth Day: @badbanana “Sure enough, Al Gore came down the chimney last night and unplugged all of our appliances.” Unless you’re at home recovering from abdominal surgery, you should be following his updates.

6.) Provide pleasant surprises: #FollowFriday recommendations, retweets, and other forms of public recognition fall into this category. Also, some twits offer books and other prizes associated with trivia contests or other promotions. @JeffreySummers, for example, provides the book Tribes by Seth Godin to every 500th follower he receives.

7.) Deliver service heroics: A few weeks ago, I posted this blog about how @ComcastBill delivered service heroics. The illustration was even picked up by the national media and provided Comcast with some positive customer service recognition—not something you generally associate with cable service providers.

At the time of this writing I was following about 1,500 people. With more than eight million users now on Twitter, I’ve only “met” a fraction of them. Everyone reading this post can think of people from your own Twitter communities whose updates are memorable. The fact that you can recall these people, out of the hundreds or thousands you may follow, illustrates my point: memorable twits share sticky tweets.

By Steve Curtin (@enthused)

Twitter is the social networking service that has revolutionized the way people communicate online. Twitter allows twits (users) to send out tweets (messages) to their followers (those minions who opted to follow updates from the sender). These updates are limited to no more than 140 characters in length. Tweets can be sent via computer, cell phone, or handheld device.

Lately, Twitter has become known for its Fail Whale graphic (pictured) and accompanying message, “Twitter is over capacity. Too many tweets! Please wait a moment and try again.”

Many disgruntled users vent their frustrations by sending terse missives such as: “Someone broke twitter again – that bloody fail whale needs a harpoon!” or “Dammit the dreaded Fail Whale is rearing it’s ugly head again…what’s going on people???” And these are the nice ones…

While I consider myself an advocate of the customer with a low tolerance for service failures, I’d make an exception in Twitter’s case. Here’s why:

Twitter is evolving. It was only launched in March 2006 and, after a period of incremental growth, its usage has grown dramatically. From February 2008 to February 2009 Twitter grew 1,382 percent and currently has more than 8 million unique users in the U.S. Facebook, by comparison, grew only 228 percent over the same period. Want to read more? Here’s the post by Adam Ostrow (@adamostrow in Twitterland).

Don’t get me wrong. I too am frustrated when I see the Fail Whale. That’s to be expected. I do recognize, however, that popularity is a double-edged sword: both attractive to many and, at the same time, crowded.

Twitter is extremely popular and has been thrust into the mainstream media recently with the competition between Ashton Kutcher (@aplusk) and CNN (@cnnbrk) to see who could be the first to attract one million followers on Twitter and Oprah Winfrey (@Oprah) exposing Twitter to her 20 million viewers.

And it’s crowded. Just last week I read a Sprint advertisement in the Wall Street Journal that quoted these statistics: “29,997 people just twittered on Twitter for the first time today (and) 9,002 people just twittered on Twitter for the fifth time today”

There is a restaurant consultant on Twitter named Jeffrey Summers (@JeffreySummers). He makes his living by helping restaurateurs to fill the seats in their restaurants. Most of us have a favorite restaurant and, chances are, your favorite restaurant is attractive to many others as well. Because it’s popular, it’s crowded. Just like Twitter.

You wouldn’t throw your hands up in frustration in front of the hostess at your favorite restaurant and say, “Geesh! What’s it take to get a table in this wildly popular restaurant?” You would understand the reason for the wait and probably just get a drink at the bar and relax.

So the next time you see the Fail Whale, consider the restaurant analogy. Be grateful that you’re associated with Twitter’s emerging technology with its untold potential. Be thankful for the knowledge you’ve gained (perhaps from one of @guykawasaki’s Alltop links) or music you’ve received (maybe from @sharonhayes or @DJDaveM). And be appreciative of the many relationships that you have established, both personally and professionally.

Then, if you’re still frustrated, get a drink and relax. ; )

By Steve Curtin (@enthused)

Honestly, I never thought I’d be writing a positive customer service story about a cable company in my lifetime. Cable companies, in my mind, have always been grouped together with poor service heavyweights like the postal service, IRS, and DMV.

My Twitter conversation last month with @ComcastBill changed all that. For the uninitiated, Twitter is a social networking website where you can post short messages of 140-characters or less. You can choose to follow the Tweets (short messages) of other Twitter users, and they can choose to follow yours.

Below is the chronological series of Tweets that made up our Twitter conversation. Note that my initial message at 8:59 AM on Feb. 26th was addressed to no one. I just launched it out into the Twittersphere. Fortunately for me—and the productivity of the remainder of my day—@ComcastBill was “listening.”

8:59 AM Feb 26th from txt
Comcast is out at my home. Tried resetting modem. No luck. Forced to find a good cup of coffee and Internet connection elsewhere.

9:06 AM Feb 26th from web in reply to enthused
@ComcastBill @enthused can i look into for you

9:11 AM Feb 26th from web in reply to ComcastBill
@ComcastBill Wow! Didn’t expect that. I just arrived at It’s a Grind in Aurora, CO and accessed my Twitter account. I’ll DM (means “direct message” in Twitter speak) you w/ details.

9:17 AM Feb 26th from web
@ComcastBill Not able to DM you. Can you DM me or send e-mail to info@stevecurtin.com? Thanks!

9:19 AM Feb 26th
@ComcastBill There, got you. I phoned Comcast (local service #) and an auto attendant lead me through the process of resetting my modem… (cont.)

9:20 AM Feb 26th
@ComcastBill (cont.)… No effect though wireless signal is strong!? My home # is (home telephone #). Thanks for any help you can offer from Pennsylvania!

9:29 AM Feb 26th
@ComcastBill @enthused I think the connection just came back up, can you confirm? I am showing everything good.

9:31 AM Feb 26th
@ComcastBill I’ll check it out in ~an hour when I return home. Either way, excellent service! And if you’ve been to my site, you know I’m a critic! ; )

9:33 AM Feb 26th from web
@ComcastBill @enthused having DNS issue in CO right now try changing your DNS to (DNS #) and (DNS #)

12:21 PM Feb 26th
@ComcastBill Yes, up and running…Thanks! Can Social Media Improve Customer Service? I think yes! A blog post in the making.

12:55 PM Feb 26th from web
@ComcastBill @enthused were trying

Wow! Did you also notice that @ComcastBill’s initial reply was within 7 minutes of my original Tweet—even though that message was addressed to no one in particular? That’s responsiveness! The issue was addressed, diagnosed, and resolved within 30 minutes of my original message!

My experience with @ComcastBill has transformed the way I view customer service and responsiveness by Comcast. Rather than being a critical detractor of Comcast customer service based on the negative reputation of the industry and my own personal experience, I am now—as evidenced by this blog post—a promoter!

I wonder when the postal service, IRS, and DMV will begin Twittering?

Earlier today, I broke down and established a Twitter profile and broadcast my first “tweet” pertaining to a book review on this website and just added another update about some customer service research I was doing on TripAdvisor.com.

For a long time I asked myself, “Why would anyone be interested in communicating in such a cryptic manner?” And, assuming that did appeal to someone, why would anyone else even care? That said, I’ve taken the plunge and plan to add regular updates pertaining to the customer service I’m presently receiving and/or service-related projects I’m working on.

As opposed to submitting tweets about nothing (sort of like an ongoing Seinfeld threaded discussion…), I’m going to try and make the updates a bit more relevant by adding customer service nuggets (in 140 characters or less) like this one: Server just asked, “How was everything?” I said, “Fine.” She said, “Good” and left the check. Did you know that “fine” is an acronym for “Feelings Inside Not Expressed”?

If you’re on Twitter and are interested in following my updates, my user name is: enthused.

Happy tweeting!