Social media and SEO generate greater exposure and additional contact with the outside world.  Unfortunately, this also opens up your company to an attack through social media by a disgruntled customer.

Our natural instinct is to delete the comment or try to override it with positive feedback. However, some savvy aggressors will continue to write on your wall, or find similar subject blogs and post to smear your name.

How should you handle such a situation?  What should you do when this happens to your business?

• Before this happens to your company, create a plan on how to handle such an occurrence. Being surprised often makes you react impulsively which can lead to a poor decision instigating additional harassment by the angry customer.  A plan will help prepare you and allow you to respond with proper tone and content.
• Before responding, consult with trusted associates or mentors.   Collaborating with others, hearing their ideas and solutions will help you establish a better plan of action.
• Create an automated response that is generic and will halt your customer from continuing on his rampage.  For example:  “We are very sorry for your experience.  We would appreciate the opportunity to investigate and resolve this issue”.  Make sure you provide your contact  information:  Business phone, direct line, e-mail, text.
• Offer to meet to resolve the grievance. By doing so, you divert the irritated customer from writing additional attacks which allows you to handle the problem offline.
• Make sure that all communication is prompt and on topic.  Delay can escalate your client’s emotions and antagonize him to vent more.

Have you ever dealt with an angry, unsatisfied client?  If yes, please share how you handled the situation and the outcome.

If you are ever in this position and need help, please e-mail us at sales@omacomp.com.  We have experience to assist you and manage the challenges of social media.

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