I complained on social media about a restaurant about a couple of weeks ago, that I had to wait 15 minutes for someone to ask me what I wanted to drink before just getting up and leaving (there was one other family in the restaurant so they obviously were not busy). As soon as I complained, I mean, the minute I complained and pushed POST – I received a phone call! It was the manager, rather the GM apologizing for my wait, and that I was not served at an appreciate time. I do know people who complain on purpose for free things., and although this wasn’t the case, I appreciated the phone call and wonder if if my complaint could have gone wrong.
There are countless articles online to show you how to complain on social media to get what you want!!! I appreciated the phone call. I wonder if if my complaint could have went wrong. Since customer service and great customer support are the number one rule in good social media management (and just overall business), responding to any negative comment on social media quickly and effectively can decipher the problem and eliminate the issue before it escalates into a bigger problem! Below are some of the rules ‘Ive seen on how to complain on social media to get want you want were:
- Do ask for a manager if you don’t feel you are not communicating well with the representative. But be aware that most companies have trained their representatives to do the best job possible and just speaking with a manager most likely won’t get your challenge solved any faster or more to your benefit.
- Do be reasonable. If you owned your product for many years and it’s been out of warranty for a time, you most likely will not get your money back, no matter how much you complain. Be reasonable and look at the reality of the situation. But what a lot of companies might do with a reasonable customer is offer some parts to fix the problem, provide a discount on a future purchase, send a free sample, or provide a credit or free service for next time
- Do give the company the benefit of the doubt. The brands we work with are sincere in their desire to make customers happy. They take pride in their products and services, and want to resolve customer complaints. So give them a chance to make things right. If they can’t refund all your money or provide a full replacement, ask if there are any other discounts or ways they might be able to help. Again, they want to make customers happy, but they have limits, too.
I actually agree with this points about complaining, not really so much as to getting what you want (if you’re wanting to get more from complaining then just a fair resolution), but simply to make things right for the consumer. From the perspective of the brand, I do think that getting to a negative social media post head on and handling it before it spreads is the best practice. What if the post goes viral, or too many other consumers have seen it? I’ve have seen with brands that have had a negative comments on their social media platforms, from simple methods – talking the consumer (or person that made negative comment) to brands deactivating their comments and not saying anything or addressing the problem.
I’m glad that the GM of the restaurant was able to call me and apologize (although, a free meal would have been better!!). I think in today’s digital it is mandatory to take the initiative and make sure that there is a process in place to reduce the chance of a negative social comment hurting the business brand.
Ashenden, Pauline. Eptica.com (2015 Feb 13). How to handle customer service complaints on social media. Retrieved by https://www.eptica.com/blog/how-handle-customer-service-complaints-social-media
Sengar, Pulkit. Linkedin.com (2020 Nov 18) How to keep complaints from spreading. Retrieved by https://www.linkedin.com/pulse/how-keep-complaints-from-spreading-limiting-fallout-negative-sengar/
Harvard Business Law (2020 May-June) How to keep Complaints from Spreading. Retrieved by https://hbr.org/2020/05/how-to-keep-complaints-from-spreading
Shaw, Bonnie. Clear Point Agency ( 2018) How to Complain on Social Media to Get What You Want!. Retrieved by https://clearpointagency.com/how-to-complain-on-social-media-to-get-what-you-want/