What do you do when customers complain on your social networking page? Do you ignore it or try to resolve it? The second approach is the right one to fix things. Disregarding a complaint or even a piece of negative criticism on your page makes customers feel bad. This drives them to complain to their friends and other people they know. They will exclaim how neglectful you are in managing their concerns. This is bad publicity for your business.
One way to avoid this scenario is to post a personal message to the complaining customer. Ask them for more details about the issue. This gives you the details on how to resolve their problems. Some of them, however, may not be able to check their messages as quickly as you would like. Go back to their post on their page to prevent this issue from blowing up further. Greet them politely and ask them to give more details about their problems through personal messaging.
Some people like to post dishonest posts. They exclaim how bad you are and may use cuss words to inflame you to argue with them. This can be maddening, but strive to maintain your calm. Always be courteous so your reputation does not get damaged further. This can throw them off and make them stop harassing you further.
Attending to these types of issues immediately is important. This can defuse the annoyance of the complaining customer and allow you to solve their problem. This also has another beneficial effect. It can help you attract them back to carry out more business transactions. There are chances, however, when you cannot get them back. Accept this situation, and learn from it. This can help you further enrich your reputation as an approachable and professional entrepreneur.
Lance Mounsey
Lance Mounsey is a professor in Marketing in a university in New York. He has also worked as a copywriter in a well-known advertising agency
Follow Me:
