Leon & the ‘whack wrap’: a great Twitter experience

By Alison Battisby, Founder of Avocado Social. 

Unfortunately this week I had a rather disappointing experience at a Leon Restaurant in Victoria. The wrap which I’d ordered to warm me up was far from hot, and so I took to Twitter to let them know. I’ve been to Leon a few times and always really enjoyed it, so I was quite surprised with the cold falafel.

Within 5 minutes (!) Leon replied with an apology, and took the conversation to DM’s straight away. They were keen to find out more details, so they could make sure it didn’t happen to other customers. The person behind the account genuinely seemed concerned and keen to make things right.  They also took my postal address…

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Two days later, I received a humble postcard and handwritten post it note with another apology for the “whack wrap” (love it!) and a free meal, drink and side voucher. What a great surprise, and I love the fact that it was so personal! Speed really is of the essence with customer service via social media and Leon absolutely nailed it!

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