Social media makes it a lot easier for customer complaints to be heard. A single complaint can grow into a roar if it’s shared on social media platforms. A negative post on Yelp, an angry status update on Facebook or an irate-sounding tweet can seriously hurt your business if you don’t take action promptly. Believe it or not, you can diffuse anger and actually turn a complainer into a loyal customer by following these steps.
If the customer was at fault, don’t blame him or her, or apologize either. Also, if you simply cannot remedy the problem, say so. This is the best you can do, but you’ll try to find ways to avoid the problem in the future.
At first blush, a negative comment expressed publicly may seem like a nightmare, but by handling the situation with honesty, grace and calmness, you can actually enhance your brand’s reputation.
Chris Ruys is passionate about helping organizations increase their visibility and build their credibility to reach their business goals and objectives. The firm, Chris Ruys Communications, does this through the development and implementation of communications strategies that include traditional and social media marketing channels. We operate in collaboration with a network of graphic designers, media & speaker training professionals, professional photographers, videographers and other specialists, as needed. Specialties: Strategic communications, written materials, media relations, social media strategies, special events.