As I scanned the social media accounts owned by my clients the other day, I noticed open complaints that had been missed by a couple of my clients.  I contacted the client, we formed a plan of action and implemented  – happy customer!  Yay!

This got me thinking that maybe YOU want to hear some of the pitfalls we trip over when it comes to sticky public relations situations:

(Seasoned Social Media User Disclaimer: If you have been in this space for a while, this is probably nothing new to you.)

Taking offense: Of course you take it personally!  It’s your business. You think… “she said WHAT on twitter / facebook / my blog!?!?!”  and “Boy, was that mean!” – well you might have thought that with more descriptive words 😉  So this begs the question, “Do people have to be so mean / rude / un-understanding?” No, they don’t.  But what are you going to do?  I suggest keep your head on straight and remember your business and social media objectives.

You occupy this space to:

  1. Make money
  2. Provide a great customer experience
  3. Engage and retain customers
  4. Improve WOM marketing

Don’t be stuck in ‘old school’ communication methods:

  • Email
  • Phone
  • Contact Us webform

Try not to make wrong assumptions about:

  • intent
  • mode of communication
  • normalcy
Is it too late?  Nope! It’s ok to say “Wow!  Sorry I missed your tweet about ___” and then address the issue.  Just remember, what gets talked about in public needs to be replied to in public, using the same medium as the original complaint.  Talk to your clients in the way and place they choose.  You can then move the conversation to another medium (DM, Email, etc…)
And don’t miss the opportunity to post the happy results from your clients next tweet- or your resolution with a thank you to the client for speaking up!

About bethkolar

Owner at Center-Fit Kettlebell Club and Midlife Fitness Crisis

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