When I speak or consult with a business who’s not using Social Media one question always comes up. A dilemma businesses ask me when unsure of dipping their toe into the ‘Social Media World’ is: What do they do about angry customer feedback in Social Media?
Well the worse thing to do is ignore it or delete it. The best thing you can do is interact with it – I mean they posted on your page or mentioned you on Twitter expecting a response. It is HOW you respond which will make the difference to all the other fans and followers who are watching. It’s a great way to find who your avid supporters are, and most people realistically know you are human and cannot please everybody.
I had an example of this happen to one of my personal projects where I find and share downloadable special education resources for kids. I found a great article & shared it. Many other Twitter organisations then retweeted it. One father on twitter was not so impressed with this article and told his ‘Twitter world’ what he thought of us all. I tweeted back that I was very sorry that he was offended by the article. But as a result of this attention and him mentioning my small business with other larger organisations I had the best increase of Twitter followers I have had since our Easter resource giveaway! Our fan base went up that week due to people looking for the article that upset him so much also…
So don’t be alarmed – sometimes bad reviews can turn into knowing who your adamant supporters are. The important thing is you don’t ignore them. Here’s a link to a short article on 7 tips to respond to upset Facebook fans that wasn’t a bad read either.