How to handle customers who get mean on social media?
No doubt you've seen examples of unsatisfied customers and business owners going at one another tooth and nail online. If you haven't here's a perfect example of how to sink your own ship! Having the haters come after you is no picnic, but shredding you or your brand's reputation because of your response is a bit like a self-inflicted gunshot wound. Totally unneeded.
Whether they're right or wrong is beside the point: you have the task set before you to not respond in the same manner. It does you and your brand no good whatsoever to get into a war of words online. Remember these tips below on handling customers who get mean on social media.
6 Tips For Handling Customers On Social Media
- Don't delay in responding – This is important. Don't wait till you've put together the perfect response. Dive in, and show that you care enough to get right on it! Responses that are delayed for days or (God forbid!) weeks show the world an entirely different picture: one of indifference, incompetence and ignorance.
- Never, never, NEVER reply in kind! – No matter what you do, don't get into it with them! You will not win, even when you're dead right. It will cast you as the unpleasant business owner and it will grow like a wildfire right before your eyes. Don't be that guy!
- Go offline if at all possible – Attempt to respond once, and then take the conversation to email, IM or phone.
- If you're too fiery to do this, staff it out! – If you have the type of personality that loves to mix it up with your critics, then you'd be wise to delegate this task to a person on staff who is a bit more demure.
- Don't delete negative comments – At least in the beginning. If you determine later, that it is not true, and you've responded to the initial complaint well, then maybe. Each case is different. Instead, your handling of the matter should generate enough positive response to drive the comment down or out of view.
- Personalize it – Always respond with your name, no matter who on your staff is dealing with the customer. Also insist on using their name. (Not your version of it!) It will help in making the engagement more personable and less threatening.
