How to Handle Complaints on Social Media

Social Media Complaints

There’s a rule when it comes to handling complaints and bad reviews on social media. The same rule applies for compliments and good reviews, but those are easy. Handling the complaints can be challenging and you may not want to do it, but as a rule you must reply to everyone who is talking to you publicly whether it’s good or bad.

This is an absolute rule. There are a couple of extreme situations when you don’t reply, but they are so rare that I hesitate to mention them for fear that it could downplay the message that you should reply to everyone.

There’s another rule that is unfortunately getting broken just about every day by many social media and reputation management companies. Canned responses should never be used. Every response should be personal, written by an actual human and not repeated. It’s better to make a short, sincere response than anything that came out of an automated system. People can tell. You will never appear more insincere as a company than when you reply to someone talking to you on social media with a form letter.

In this infographic by Pardot, we have a chance to take a look at five of the most prominent “complainer types” on social media. If you can identify the category that a complainer falls into, you’ll have a better opportunity to handle it appropriated. One does not have to be a psychologist to understand personality types. You just have to open your eyes and ears before opening your mouth.

Social Media Complaints Infographic

Negative Online Reviews Should Be Your Best PR Tool

Upset Customer

The worlds of public relations and marketing have gone through two major changes in the last decade. The first one came with the mass adoption of the internet as our primary source of information about businesses. The second came a few of years ago when social media became a mainstream method of letting your friends, family, and often the rest of the world know how you feel about a business. Today, there is no shortage of ways that people can voice their pleasure and displeasure with the various companies with which they do business.

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AllTrails Is the Digital Network for Outdoor Enthusiasts

AllTrailsWe all enjoy spending time in the great outdoors, especially during the summer season. Many of us like to hike, take bike rides, go on walking adventures, or simply take our dogs out for a bit of exercise. Going to the same place every day, to do these kinds of outdoor activities, can make a once fun and enjoyable hobby, mundane and boring. Since social media has taken the world by storm, people have become more dependent on what their peers think and turn to the online world to get feedback on various places.

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