I wasn’t alone during my first real negative South By Southwest Interactive (sxswi) experience. This morning I sprung out of bed after a restful sleep ready to take in some very cool sessions on video and other things. I wasn’t too worried as my first panel was at 11:00am but I like to take in random sessions or blog a bit. That was not to be. I’m staying at the Country Inn and Suites and which has been absolutely spectacular in terms of service again today.
The R and R Limo SXSWi shuttle service van left a group of us stranded this morning. We tweeted the account @rrlimobus and @sxsw it seems there were several left hanging this morning. If not for Cory and Ashley from the Country Inn giving a few of us a ride to the Austin Conference Center we would have still be sitting in the lobby, you guys are golden.
What I find fascinating is that this conference is very large and “interactive,” or so it should be. Meaning I would expect a company like R and R Limo here in Austin, Texas, who last year was terrific to be more savvy with respect to a fail like today. At least send us a tweet. Instead? Nothing. Everyone has a bad day, it was raining today and even though I don’t consider that to be a serious reason for none fulfillment of service. I want my money back. The one time I’ve actually managed to catch a ride, the driver didn’t know where our hotel was.
The really simple lesson for businesses here is to”listen” and be “responsive” in a crisis situation. It’s not a new one but it is important. Especially in a hyper-connected environment like SXSWi. R and R Limo, you get a fail for damaging my sxswi cool this year. I missed a critical panel for my business today because of your poor prep and execution of your services.
Can a company react to every tweet? I don’t they need to. However, in a crisis situation? Definitely…and immediately. Here’s a quick snap-shot of what many sxsw attendees had to say today, clearly R and R caved.
Hey Southby…have you had a poor experience with the R and R limo shuttle service in Austin this year at SXSW2012? Sound-off.
Will they recover their service for the rest of the conference?