Are you wondering if you should even allow comments on your blog? Someone posted a complaint online about your organization - maybe you should simply ignore them, right?
Being involved with social media (Facebook, blogging, Twitter, Linkedin, YouTube, etc.) is more than just you "telling" things to your readers, it is about engaging them in a conversation. Engaging with them in public, where their comments, accolades and occasional anger along with your responses are there for anyone to see. That is scary.
We no longer have the option of keeping our angry customers out of our marketing plans. Whether you want to hear from them online or not, they are already posting their comments - both good and bad - for the world to see. Your organization needs to use social media to engage with your customers, fans and especially those who are not happy with you.
How do I engage with negative customers? Try these four steps:
- Acknowledge.
- Respond professionally.
- Engage in conversation.
- Use your interaction as an example to others demonstrating how your organization deals with issues.
Remember, the true character of an organization does not show itself when everything is going along smoothly. The true character of your organization shine brightest when you demonstrate how you respond to a crisis. Sometimes issues are resolved quickly; others might require a longer term solution. In either case, your organizations character and brand is reflected in your response.
One important reminder - remember that EVERYTHING you write online. Before you engage with a negative customer make sure you also read A Second Set of Eyes - 3 Tips to Ensure You Never Regret What You Write.
Do you have an experience to share?
