Yes, I know some of the Twitter names were incorrect. When one is in wine country and reception is spotty, it takes a long time for Tweetdeck to load usernames, so I guessed at a few. I would guess others do the same, which is why I included that post. As a winery, you need to be seeking out a number of search terms, including incorrect Twitter handles.

That said, please take note that I am not pointing fingers at wineries for using Twitter incorrectly. I am trying to help them use it to the best of their ability.

First, I’d like to correct something. You stated that just because wineries didn’t respond to my tweet, it doesn’t mean they aren’t involved in Twitter. I didn’t say wineries aren’t involved in Twitter. In fact, in the article I mention that many used social media over the weekend. What I said was that wineries aren’t using it as best they can as a customer service tool. I absolutely stand by this. Further, it was not a single tweet, as you can see from the timeline provided. It was several tweets over a span of three days. My husband also tweeted with no response. I also provided a list of tweets that went out by other people that went ignored. All of these neglected tweets served as evidence that wineries missed out on great opportunities over the weekend.

Second, I was not calling for 24/7 staffing to respond to my tweets, nor to the tweets of anyone else. I suggested staffing Memorial Day Weekend with an extra body whose job it would be to run Twitter searches a few times each day while managing other social media tasks. There are so many people in the Willamette Valley during that three day period, many of whom are without guidance. To miss the opportunity to guide them into your tasting room by doing something so simple is a shame.

Third, I also disagree with your assertion that there is “a misconception among users that an instantaneous response is required.” Do some people on Twitter want an instant response? Yes. Was I looking for an instant response? Yes, because I wanted to see which wineries were on top of the social media game. That said, if wineries use Twitter in the way I suggest, I do think most tweeters are still pleasantly surprised when they do get a personal invite because it rarely happens (or, in the case of the WV, never happens). I also think it’s important to point out that if wineries use Twitter in the way that I suggest, it’s a matter of setting up Hootsuite with the correct search terms and checking in 2-3 times a day…like people do with e-mail. I really don’t think it’s asking a lot.

I would also like to address your point that the instant response that you believe people require is not the problem of businesses. While I disagree that this is the general sentiment among Twitter customers, if it is true, then it is, most certainly, the problem of businesses. If people are expecting something of businesses and some businesses are giving it to them while others aren’t, guess where they are going to go? To the businesses that give it to them.

Finally, I completely disagree that my post is unrealistic and “salacious”. My family owned a Willamette Valley winery for 15 years. I worked 26 Memorial/Thanksgiving Weekends in a row. I opened the tasting room at my family’s winery and got people in there using the social media tools of the time (primarily e-mail newsletters). I know the importance of one on one interactions and customer service. I also know the cost of bringing someone in to work over that three day period. The payoff of using these tools correctly can be huge, which is why I wrote this article. I know something that will help those in an industry I love and opted to share it. If that’s “salacious”, so be it.

We’ve become too self-absorbed in the “real-time” myth of social media. It’s just impossible.

Just because they didn’t respond to your tweet, doesn’t mean they aren’t involved in Twitter! It’s call time management and staffing, and to be honest, practicality.

For those reasons, your post is unrealistic and nothing more than salacious.

“Somehow, we felt obligated to go to Robert Mondavi because we had gotten personal response from them, which tells me two things. One that they care about their customers, and two, they are damn sure I will enjoy their wine and service. Both were true.”