Tough Times Call For Smart Response

December 15th, 2008 by Kirk Skodis under Response

Over on his blog, Jamie Scheu writes about social media response hero, Scott Monty (Head of Social Media at Ford), and how he’s been inundated with tweets about the recent auto industry bailouts. Great case study for times when response can get tricky.

It’s funny Jamie posted this today, because just a few days ago, I sent this Scott Monty conversation to my Trustworthy colleagues as an example of how to handle high-maintenance customers with grace. I learn something new every time I follow a Scott Monty conversation.



  • http://www.scottmonty.com Scott Monty

    Thanks for noticing Ford’s efforts, Kirk. It’s been a rough few weeks, but we’ll pull through it.

    In particular, thank you for your kind words about my skill. I just try to treat people the way I would in a face-to-face conversation. The rest kind of handles itself.

    Scott Monty
    Global Digital Communications
    Ford Motor Company
    http://thefordstory.com

  • http://www.scheuguy.com/ Jamie Scheu

    Another great example, Kirk. Scott really has figured out that balance between polite and firm in his interactions with detractors. It’s also important to note that Ford has given him the leeway to be so direct, which sets a great example for other brands trying to navigate this space.

blog comments powered by Disqus