Responding to Negative Comments on Social Media—Learn the Correct Way by Observing the Wrong Way
When managing your printing company’s social media presence, it’s important to keep this rule in mind. (No, we don’t mean to say that “the customer is always right,” because we both know, that’s not always the case.) We mean the “happy customer” rule of thumb we mentioned above.
So, when faced with a customer complaining about your brand on any social media platform, obviously you certainly don’t want to anger them. But at the same time, you need to respond in an appropriate way—a way that sounds sincere, apologetic and calm.
Check out the article below to learn the worst way to respond to negative comments and why it cost a company a customer.
How Not to Manage a Brand’s Social Presence [Chris Brogan]