David Digital Group
Houston | Austin


Be Better Blog

Opportunity Missed

On February 24th, the U.S. men's curling team won the gold medal at the PyeongChang Olympic Games.

Many took to Twitter to celebrate what's been affectionately called the "miracurl on ice".

USA Curling sent out a tweet of their own. Then Delta replied.

The first half of the reply is spot on.

Rather than continue with what is a difficult answer, I would re-direct the conversation to DM (direct message) to continue the discussion privately.

"Please check your DMs so we can connect further to discuss."

This would have given airline time to figure out a plan.

If you were Delta, how would you have handled this PR opportunity?

Rob David