RMA Motors responded to a customer, Mr. Thakrar, who had complained on Twitter about issues with his custom Range Rover Vogue not working properly. In its response, RMA said it was puzzled why Mr. Thakrar aired his complaints on social media rather than communicating directly with them, and advised him to have a "cold tusker" beer until he could receive assistance after the holiday. This response was criticized for being insensitive to the customer. RMA then defended using the "cold tusker" reference, saying it referred to local beer Tusker and a Kenyan blogger, but the interaction highlighted the need for companies to carefully handle customer complaints made publicly on social media.

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CEO OF ScanGroup
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11. RMA Motors has, through its CEO Sanjiv Shah, responded to the story published
by Nation.co.ke about its handling of a customer's complaint on Twitter.
In the response, Mr Shah said that RMA was puzzled as to why Mr Thakrar
chose to use social media to complain about the service rendered to him by the
motor dealership yet he had an open line of communication with RMA.
"We are puzzled as to why Mr Thakrar decided to air his views on social media in
the early hours of the morning on a public holiday (Monday 21st October (sic)).
*Courtesy: www.nation.co.ke

12. KENYAN TUSKER
Mr Thakrar had taken to Twitter to complain that his Sh30 million Range Rover
Vogue, which is specially customised, was not working as it was supposed to and
asked for assistance.
In response, the company said it was a public holiday and he would have to wait
until Tuesday for assistance, and in the meantime he was advised to take a "cold
tusker".
In the same statement, RMA defended its use of "cold tusker", saying that the
company liked the reference, as Tusker is so Kenyan, and also in deference to a
blogger by the same name.
"We used (the) reference to enjoying a "cold beer" as there were many tweets from
the @coldtusker handle and we liked the reference to Tusker as it is so Kenyan,
especially on a public holiday.“
*Courtesy: www.nation.co.ke

13. RMA's comments were taken to show the artlessness of corporates’ interaction with
their clients on social media.
In this rejoinder, RMA stops short of calling Mr Thakrar a hostile customer out to
besmirch the dealership's good name. RMA also took issue with Mr Thakrar, saying
that none of its high-end clientele had ever taken their issues with the motor dealer
public.
"None of our other high profile customers have ever resorted to discussing their
issues and slating us in the public arena. Generally owners of these type of vehicles
(and we have many delighted such customers) are private, discreet and very
friendly.“
Mr Sanjiv is also happy with the publicity Mr Thakrar has garnered for them, terming
this a bitter-sweet moment for the company.
*Courtesy: www.nation.co.ke

14. Lessons Learnt
Clients do not expect you to be perfect; they do expect you to
fix things when they go wrong.
Listen and offer a solution. Don’t engage the customer in a
war of words if you are not going to solve their need
Clients complain when their expectations are NOT met. Do
not blame them for complaining via any channel.
If you relax over a cold Tusker, not all people do!

15. Lessons Learnt
Which side of Twitter do you
want to be on?
#TwitterThumbsU
p
#TwitterBigStick