Thirty minutes after a customer complained about a missing Tesla feature on Twitter, Elon Musk pledged to fix it

Elon Musk

Billionaire entrepreneur and SpaceX and Tesla founder Elon Musk is well accustomed to stirring up a fuss on Twitter. The last time we checked in, Musk had just finished a long string of tweets inexplicably expressing his love for floors.

Before that, Musk was kicking off a deal to install the world’s largest lithium ion battery in South Australia, with a bit of help from Atlassian co-founder and fellow tech entrepreneur Mike Cannon-Brookes.

This time, Musk took to Twitter to demonstrate some solid and remarkably efficient customer service after a disgruntled Tesla owner asked the founder to fix an issue with the cars.

“@elonmusk can you guys program the car once in park to move back the seat and raise the steering wheel? Steering wheel is wearing,” wrote Twitter user Paul Franks.

Most Twitter users wouldn’t expect a response when tweeting directly at a prominent entrepreneur with 11.7 million followers, but 24 minutes later — less time than it takes to get a hot pizza delivered — Musk responded, saying: “Good point. We will add that to all cars in one of the upcoming software releases”.

Blogger and marketing specialist Monique Craig previously advised businesses to have strong policies when it comes to Twitter, including around response times.

“Never leave comments unanswered — especially if they’re negative. When leaving a tweet with your name in it, your customers actually expect you to answer,” she wrote for StartupSmart.

“According to recent findings, 53% of those who tweet a brand, expect a response no later than within an hour. And if the tweet is negative, the figure rises to an impressive 72%!”

So take a leaf out of Musk’s book and keep on top of your tweets.

Never miss a story: sign up to SmartCompany’s free daily newsletter and find our best stories on TwitterFacebookLinkedIn and Instagram.

You can help us (and help yourself)

Small and medium businesses and startups have never needed credible, independent journalism and information more than now.

That’s our job at SmartCompany: to keep you informed with the news, interviews and analysis you need to manage your way through this unprecedented crisis.

Now, there’s a way you can help us keep doing this: by becoming a SmartCompany supporter.

Even a small contribution will help us to keep doing the journalism that keeps Australia’s entrepreneurs informed.



Notify of
Inline Feedbacks
View all comments