I’ve heard the Goog take some lumps for not engaging in social media that much. Well, they just got pretty damn social with me. And I’m impressed.
While at SXSW, I tried out the new Google Transit service. I was far away from the hotel and wanted to find an efficient way to get back. Well, Google got me close, then expected me to cross an eight-lane highway on foot. Um, no. I had to explore for a long time to find a way to get across the damn thing and back to my hotel. I bitched at my blog.
Today, I got a package from Google at my workplace. At first, I saw the hand-written “Google” return address and thought “anthrax”, but figured, what the hell. I ripped it open. I was treated to the single greatest customer service experience I had ever had. Enclosed was a hand-written note from Joe Hughes at Google. The note said:
Reading your blog post about Google Transit at SXSW made us wonder if you were losing your powers—I mean, how hard could it be to leap over a simple 8-lane highway intersection, man of steel? We’ve enclosed a new cape—hopefully it will help you find your powers again.
…seriously, though, Adam, we’re sorry that Google Transit sent you on such an expedition, and we wanted to let you know that we’ve since improved our routing, so that it returns more plausible walking sections at the start & end of transit routes.
Wow. Just, wow. Google is listening. The read a blog by little old me. They addressed my problem. They found a way to make me smile about it. And the best part… Ella now has a Superman cape.
Cheers to you, Joe.