Tag Archives: Customer service

#ConstChat Reputation Management with Bethany Michaels

Reviews and Reputation – #ConstChat Recap

Construction Chat is a weekly chat on Thursday mornings at 9:00 a.m. Pacific Time.  If you’re free, we’d love you to join us.

Reputation Management

This week’s topic is brought to us by our co-host, Bethany Michaels, an independent social media expert in the construction industry.

We were really thankful to have her.

Q1: In this computer age, how important do you think online reputation is becoming?

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Digital Influence Panel – Relationships are the ROI

Bridget Willard and Darrel Cole of Parsons Brinckerhoff

Bridget Willard and Darrel Cole of Parsons Brinckerhoff

I was honored to be invited again this year by Darrel Cole of Parsons Brinckerhoff join his “Digital Influence” panel at the ACEC California annual conference 4/8/14.

One of the organizers asked us,

“How long have you two worked together?”

Bridget replied,
“We don’t; we met on Twitter.”

The look of surprise on her face was a testiment to the fact that relationships built on social media are, in fact, real.

Building relationships should be the goal on social media. When it isn’t, people often blame social media for their own failure.

Highlights:

Tweet: “You’re the product; we’re selling you.” @RigginsConst http://ctt.ec/27wGt+

Tweet: “But if you don’t have a connection with them, all of your influence stops right there…” @RigginsConst http://ctt.ec/n0ba4+

I mention how I met Allen C. Buchanan, Principal, Lee and Associates. Complete commercial real estate location advice for owners and occupants of manufacturing, flex, and distribution buildings in Southern California.

You can read the story here.

Check out his blog: http://allencbuchanan.blogspot.com

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Our group. Bridget Willard, Office Manager Mark DeSio, Director of Public Relations Division, Caltrop Darrel Cole, Manager Communications & Public Involvement, Parson Brinckerhoff

Digital Influence Panel – You Are What You Tweet

our business cardsHere is the recording of my talk “You Are What You Tweet” from the ACEC California‘s Digital Influence Panel at their annual conference 4/10/13.

I mention iFLOOR.com and Burgin Construction Inc. as my first AEC connections as well as SafetyTeddi and WindowWorks.

Another shout-out was given for CustomerSpecs‘ clever use of tea in #MarkeTea.

Highlight:

“When you have a relationship with a person, the logo has meaning.”  Tweet This

I also reference the customer service experience we had with one of the employees of Earth Island Natural Foods discussed in this blog post.

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Case Study in Customer Service – Twitter Style

Lately it seems that anyone I talk to about social media is scared of twitter. It is perceived to be  a “new techy, geeky thingy;” and closer to the truth, we are scared of the unknown.  What’s worse, there have been many nay-sayers, lawyers with postings on possible arbitration, and skeptics who expect Twitter to either have a quick turn around (ROI) or it’s deemed a waste of time.

As an experiment, we began our twitter account in March of 2009 and slowly began following peers in our industry, local businesses, and the like which lead to a group of followers and a voice within the construction industry and community here in Orange County, California.

In August of 2009 we began the first phase of a large, two-phase project in Chatsworth, California, for a returning client, Earth Island Natural Foods, the manufacturer of the Follow Your Heart product line. Imagine our surprise when the mention column of tweetdeck showed a disgruntled employee of our client!

dj081409@DanielleJangmi: @rigginsconst you guys are sure making a lot of noise downstairs here at Earth Island! my head hurts and its only 8:30am!

What should I do?  This is where everyone freaks out about being a business on twitter:  negative comments on your service, brand, or product.  I will admit that I hesitated a bit, but once I saw this tweet from the head chef one of the chefs at our client’s facility, I put a call into our field superintendent, Mike Schnabel.

I informed him of the content and he immediately went upstairs and spoke with Danielle, explaining the situation to both her and her co-workers. Continue reading