How would your brand respond to a complaint tweet? Tesla and SpaceX CEO Elon Musk has just demonstrated one way to deal with it: he responded to the tweet, and took the customer complaint from idea into execution within six days.
Tesla user Loic Le Meur first tweeted to Elon Musk about the overuse of supercharger in San Mateo last month.
@elonmusk the San Mateo supercharger is always full with idiots who leave their tesla for hours even if already charged.
— Loic Le Meur (@loic) December 11, 2016
To his surprise, Musk responded to his tweet within minutes and promised to take action.
@loic You’re right, this is becoming an issue. Supercharger spots are meant for charging, not parking. Will take action.
— Elon Musk (@elonmusk) December 11, 2016
Just six days later, Tesla announced a new policy on its official website. The company’s app will alert them once their car’s charge is nearly complete, and for every additional minute a car remains connected to the Supercharger, it will incur a $0.40 idle fee, unless the car is moved within five minutes.
“We designed the Supercharger network to enable a seamless, enjoyable road trip experience. Therefore, we understand that it can be frustrating to arrive at a station only to discover fully charged Tesla cars occupying all the spots,” it wrote.
The tweet from Elon Musk has generated more than 230 retweets and 2k likes. Many said it was nice to see see such agile implementation.
Justin Bariso, founder at Insight, commented that Musk has managed this type of response while running multiple companies is hard for many to understand.
He said Elon Musk has taught every company a lesson: “Ask not what your Twitter followers can do for you. Ask what you can do for your Twitter followers.”