Social media complaints – do's and don’ts

In any business complaints are inevitable, no matter how good you do your job.  In this day and age disgruntled customers have access to such a wide range of ways to spread the word in an instant, complaints have the ability to spiral out of control before you know it. 
 
Social Media for example can have its advantages but can just as easily have its problems in this regard.
We take a quick look at a few do’s and don’ts of how to handle complaints, particularly once they appear online.
 
DO
  • look for reviews of your firm online – and not just on your company’s Facebook or Twitter page
  • post that you have “heard” the complaint, set a timeframe for offline follow-up and then post an update when an issue has been resolved
  • post a specific email address for complaints so future viewers can complain directly
  • take action on all complaints made directly to avoid them being posted publicly in the first place
  • have a comments policy on your agency’s Facebook page then consistently enforce it
  • think twice before deleting negative posts – it can backfire
DONT
  • be inconsistent and only respond to positive comments not negative ones – or respond to some negative ones but not others
  • respond immediately as it sets a precedent which could be impossible to match in future – some experts recommend responding in a four to 24 hour window
  • get into tweeting wars with anyone
  • ignore online complaints
  • defame or insult the person complaining
  • keep making the same mistakes – it is bad for business and can amplify online customer complaints