I am not perfect nor have I ever worked for an organization that does everything perfectly all of the time. Try as I might to be as fantast as pre-incarcerated Martha Stewart, I just sometimes blow it. And, odds are, this happens with your business on occasion, as well.
The days of a phone call, letter or email from a disgruntled customer being ignored are in the past. Social media is a great equalizer. People with gripes, both legitimate and not, can broadcast their personal unhappiness with your business to hundreds or thousands. It is important to have a strategy to deal with complaints or criticisms via social media.
There are many ways that you can maintain a positive relationship with your clients and handle social media storms of negativity but these four tips are a great place to start.
1. When criticism comes, remain calm. Read, reread and listen to the comments being made. Carefully consider the comments and create a positive solution.
2. Monitor your company's online presence regularly. The more vigilant you are in your oversight, the more quickly you will be able to respond to emerging situations. And, you may be able to mitigate concerns in a more friendly manner.
3. In the end, just be honest. The more open and transparent you and your company are in handling criticism, the more positive relationship you will have with your customers.
4. Please fight the urge to restrict comments as that will effectively undo any listening you have created with your audience.
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