Katie is the owner of Happy Medium LLC.
Are you #internetnice?
Have you seen the Jimmy Kimmel segments where celebrities read mean tweets about themselves? If you haven’t, check it out here!
Although they are funny to watch, it’s really pretty disturbing how the Internet has made everyone so incredibly brave to say really mean things. It’s much easier to say whatever you want when you’re sitting in front of your own computer and don’t have to suffer any of the repercussions.
The same can be applied to how you treat businesses online. It’s very simple to go on company’s Facebook page and publicly complain about a situation. If you are a frustrated customer, you are well within reason to use a company’s social media platforms to share your experience. However, like with anything, if you are complaining just to complain, you may want to reconsider your decision to do so. Lets be honest, it’s just flatout not a very nice thing to do.
We manage social media for clients, and a big part of that means being “on the clock” 24/7 (the Internet never sleeps right!?) to address any concerns of customers. And after doing this for several years, you may be shocked to know that nine out of 10 postings made by frustrated customers (on any type of client we work with) do not give you the additional information you’re looking for to solve their problem. Even with followup and contact information for the company, we find that the frustrated customer still doesn’t contact them.
As a business owner, I can empathize with how frustrating it can be to offer someone help to solve a problem, and they are not willing to accept. Why? Usually it’s because they know they are wrong and they expect social media to not get a response. This is the part where you tell yourself “do unto others what you want done to you.”
In times of frustration, it’s probably best to take a deep breath before posting that Internet rant. Make sure it's helpful feedback, and make sure if there is something a business can do to make it right (within reason), that you are clear about your expectations.
If you’re bothering to complain, be willing to bother to let the company fix it. Not all companies are going to do the right thing, but when some are, be open to it.