How to Manage Complaints on Social Media

line at a cozy coffee shop

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.

Why the Crucian Christmas Festival is Perfect for Social Media

The Crucian Christmas Festival is the island’s signature cultural event of the year. In fact, it’s not fair to refer to it as one event as there are dozens of elements that make up the celebration. Feel the culture, appreciate the food and revel in the excitement – all in one day or over the course of a month. You can experience it in any way that suits your style. Just be sure to experience it.

So…where does social media come in? Any time AND all the time! It’s easy to fit the Festival celebration into your business’ social media plans:

People

Does your business contribute in some way to the Festival festivities? For example, provide supplies to food vendors, contribute to troupe costumes, or exhibit at the arts and crafts fair? Snap a picture and post it on your page. You’ll demonstrate your contribution to our unique culture.

Places

 While much of the Festival takes place on St. Croix’s west end, it’s an island-wide celebration. Regardless of your location, plan specials and giveaways throughout the weeks leading up to and during Festival. Post them on your page and give your fans a reason to like and share your posts. It’s a great way to show your St. Croix pride.

Events

With much of the island shut down between Christmas and Three King’s Day your followers may have more time to be online. Make sure you create events on your Facebook page and promote them on your other social channels to get the most visibility.

One of the nicest things about living on St. Croix is slowing down at the holidays to celebrate the past year’s accomplishments with friends and family. We’re all trying to live our best life in this community and there’s no better time than Festival to celebrate the best of where we live. Social media connects us all. Share the joy of the celebration with your island family!

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