How to Manage Complaints on Social Media

Business owners have a love / hate relationship with social media. They love the fact that it’s free and they can give their business’ social presence as much or as little attention as they like. They hate that social media has made it easy for customers to complain, sometimes loudly, and often inaccurately. It’s as if the business doesn’t have a leg to stand on. Fortunately, there are ways to manage complaints on social media without taking a hit to your business’ reputation.

Managing Complaints on Social Media

You’ve probably heard the expression, “There are two sides to every story…” I happen to believe there are three sides to every story: the business owner’s side, the customer’s side, and the truth, which is somewhere in the middle. Both sides will look at a situation from different perspectives. Each are entitled to their opinion. Remember, on social media your opinion is front and center for all your customers – and potential customers – to see. It’s important to keep that in mind as you craft your response. Here are a few tips for managing reviews, complaints and compliments for your business.

Points to Remember

  • Acknowledge that your customer may have had a less than perfect experience. It’s possible that your customer misunderstood a comment or an employee mismanaged a situation. Your customer’s experience is their reality, even if it isn’t yours.
  • Take it offline. Don’t get into a shouting match on social media, and avoid a back-and-forth exchange with your customer. Send a direct message to your customer, and post publicly “I’ll message you” to resolve the situation. That way, others visitors to your page can see that you are responsive.
  • Acknowledge the compliments. This is an opportunity to display your responsiveness and the fact that you – the business owner – are actively engaged in the day-to-day management of your business. In addition, people like knowing that they’re doing business with the owner. A simple “Thank you” message acknowledges your reviewer (after all, they took the time to write a nice review) and shows that you take customer comments seriously.

To sum up, people will post about your business online regardless of whether or not you maintain an active social media presence. Stay a step ahead of the reviewers and take ownership of your social media pages so that you can be alerted when customers talk about your business. Not sure where to start? Let ampliVI help. We’d love to help you get organized and stay on top of your social media presence.

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