As part of our business is social media management here in calgary we're kind of… um… speechless. This latest Facebook brand meltdown comes from a small business owner in Scottsdale, Arizona. Without going into full detail (there will be a link to the full story including screencaps of the offending status updates at the bottom of this blog post) this story raises awareness about something we've been teaching small business owners around Calgary for a while now: How to properly address negative feedback on social media.
- If the day comes when an unsatisfied customer takes to their keyboard and pens you a bad review on your Facebook page (or any other online account for that regard), most often the best thing to do is to take a step back before you respond. By waiting a few moments, you allow yourself to not make those “in-the-moment” decisions that we usually come to regret.
- Read the review and be sure to address the customer's concerns and respond to their feedback on your Facebook wall in a professional and sympathetic manner.
- If things go too far and you cannot resolve the issue online, be sure to ask them for their contact info so you can speak with them in-person or over-the-phone.
- You might also find your other customers coming to your rescue per se if the reviewer is out of line. If this is the case, it's still important to respond to their initial feedback.
Okay, now if you think you can handle this… Here is the link to probably the worst case of social media meltdowns we've ever seen.