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Mar
22
2010

Customer Service = Bacon

timmyatshorty.jpeg

We forced Timmy to leave the comfy confines of the ThinkGeek server closet twice this month to visit New York and Puerto Rico.

The latter wasn't for work (as you may have gathered from the photographs), but New York was a special occasion.

We were voted into the top spot for a customer service Shorty Award by the twittering zombie horde, and we decided we should attend the official awards ceremony in case we won. Timmy even wore a tie.

Turns out we didn't win, and not that we're competitive--except for God of War and D&D--but we did pause to think what losing meant.

We took a look at our publicly viewable tweets and @ replies and realized that the judges wouldn't have necessarily seen us fixing orders, replacing items, and answering technical questions. A lot of the nitty-gritty stuff happens in direct messages so our customers don't have to share order or account information with the rest of the interwebz. (That's why we autofollow everyone--so we can DM easily and take care of issues faster.)

And then there are the tweets about quantum superposition and griping about Caprica (what a soap opera!) and how we'd like IE6 to die in a fire. Oh--and bacon. Lots of bacon.

So it isn't surprising that we don't appear to be doing all that much customer service via Twitter.

But that's only if you consider customer service to be just about fixing borked things. What if our followers want to talk about pie recipes and swap Princess Bride quotes? "I do not think customer service means what you think it means."

Here's the deal: to us, customer service on Twitter is about being awesome to our followers.

You want bizarre links during the day when you'd rather not be working? Done. Have a t-shirt that shipped in the wrong size? We're on it. Can't bear to go another moment without seeing the latest in geeky cupcake technology? Us either.

That's what you'll find in our tweets--and on our Facebook page, for that matter--because that's what you'd get if you hung out and played co-op Mario with us. (But you'd have to expect getting flung down holes, too, 'cause that's the best part.)

So if you ever need us to fix a problem order, or put the screws on UPS 'cause you're pretty sure your package was lost, you can call us at 1-888-GEEKSTUFF, email us, or start a live chat--but we're there on Twitter and Facebook, too.

Just be ready for some bacon.

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Comments

meaningless icon! I've spent over $800 over the years with ThinkGeek.com ( just did the math the other day) and have never once been dissatisfied with an order. Doesn't "customer service" mean never having to say your sorry? I've never felt the need to hear it from you guys.
KenBuntu said this 1740 days ago.
meaningless icon! You guys great things via Twitter. helping with a messed up order and help others ask questions about your products, like caffeine soap, does it really work? (yes). keep posting about bacon, cupcakes, and geek history. Thanks!
BIOSShadow said this 1740 days ago.
meaningless icon! Who said bacon ?
Trollo said this 1740 days ago.
meaningless icon! Clearly, you gotta screw up more orders so you'll have more opportunity to provide awesome apologies.
radioalbany said this 1740 days ago.
meaningless icon! Don't forget the awesomeness of the TG Twitter lady too!
Jimmy Rogers said this 1739 days ago.
meaningless icon! man i love me some bacon. and @thinkgeek even though the help they gave me was really just saying... look, we out of that tshirt - just responding and solving is awesome
CaptainFatnutz said this 1739 days ago.
meaningless icon! You guys rock in both Customer Service and fulfuilling my bite sized Geek needs during the work day. Love this blog post..very nicely said. \m/(>.<)\m/ Tell Timmy to keep rocking the Bacon.
CJ Wellman said this 1739 days ago.
meaningless icon! Dude, I love the way you guys do things on Twitter! All the fun, geeky talk just reminds me that you're fun, geeky real people like me. It makes me actually WANT to give you my hard-earned monies. Well, that and your stuff is awesome. But really, I love the fact that you're real people and fun to talk to.
jramboz said this 1739 days ago.
meaningless icon! You guys are great. Really. We wouldn't bother being on Twitter or Facebook if you weren't so goshdanged entertaining. Also: BACON!!!
CarrieGouldin said this 1739 days ago.
meaningless icon! Customer service isn't just fixing orders, it's a one-on-one experience with the customers and they feel like part of the family because of it. You guys should have won, no matter what anyone says! :-)
HouseMDfan said this 1739 days ago.
meaningless icon! I've never had the need to use your customer service at all, but I remember how incredibly cool it was the first time I got a Twitter reply to an unimportant, non order-related question/comment. I love that you folks are friendly and communicative even when it has nothing to do with business or actual customer service. Keep up the good work!
Leask said this 1739 days ago.
meaningless icon! I mainly follow think geek for the awesome stories. Never had a problem with Think Geek.
Xanhorn said this 1739 days ago.
meaningless icon! You guys are amazing and rock the verse with your great customer service. I've come across shirts in stores that I've wanted to buy, but thought to first see if you guys had it as well. I support the company that supports me. And as far as twitter goes, if I feel compelled to bug you guys in regards to an order, then sure, I'll utilize twitter if it's convenient. But don't stop the random and the bacon :)
aesthnoir said this 1739 days ago.
meaningless icon! You are hands-down the best shop ever, online or RL, in both the stuff you stock and your customer service. You are setting a new standard for stores everywhere, I love you, and one day I WILL give you all cupcakes.
Pizazz said this 1739 days ago.
meaningless icon! Bought the bacon popcorn, we have not tried it yet but its got bacon in the name so it has to be good!
team 1902 said this 1739 days ago.

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