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:
- Make money
- Provide a great customer experience
- Engage and retain customers
- Improve WOM marketing
Don’t be stuck in ‘old school’ communication methods:
- Contact Us webform
Try not to make wrong assumptions about:
- mode of communication