
Seeing folks using the social networks to bully or manipulate brands is kind of a pet peeve. I get that social media is an important communication tool, but I also believe some people take complaints and criticism public when it’s not necessary, just because they want to flex their muscles.
It’s my experience that when a business or brand gives a less than positive experience, they’re more interested in making things right than letting things go. However, if they’re not aware of said negative experience, they really can’t help. Also, many times they’re doing their best to make things right, but it’s either not good enough or the supposed wrong party is more interested in drama than reaching a positive conclusion.
I think there are ways to handle complaints privately before the last resort of going public. That isn’t to say everything needs to be swept under the rug. However, a negative experience might not be indicative on the company as a whole and if you’re going to get a rant on in public, be sure it’s well-deserved and not just a moment of anger that will serve to make you all look bad. The social networks are tools for communication not for bullying brands into doing things your way.
Research
If you had a less than stellar experience and need to take things to a next level, make sure to rock your due diligence. First of all, check phone messages, emails and spam filters to be sure this company didn’t do everything they could to make your experience better. There have been occasions where customer service people have called and left messages and the recipients either didn’t see them or didn’t receive them. So before you start publicly blasting a company, make sure first they haven’t done everything possible to make things right. Also, see if this is a common occurrence. If it’s not something that happens a lot the brand probably doesn’t deserve a public bashing.
Call
If you’re not happy with an experience, call. More likely than not you’ll speak with someone on the customer service team who can help you work things out to your satisfaction. Yeah, we all get those frustrating phone menus to nowhere and supervisors who aren’t really supervisors, but this isn’t the norm. Most businesses truly want to help their customers or clients have the best experience possible. They won’t know about yours unless you call and offer feedback.
If you don’t need an immediate response, go ahead and email your concerns to the proper department. Again, you’ll probably find the brand wants to work with you rather than dismiss your discontent. Most businesses respond within 24 hours, though not much longer than that. However, it’s my experience that situations are rectified quicker with a phone call than a bunch of back and forth emails.
Using social media as a last resort
If the offending company has gotten on the phone with you and responded to all your inquiries in a timely manner, it shows they want to work with you even if their answers aren’t satisfactory. A company that takes the time to talk with you about your concerns isn’t always deserving of a public calling out. Before you start trashing them right and left, first call or write. If you haven’t heard back, make sure they didn’t leave messages or an email isn’t caught in your spam filter.
If you’re still not happy with the customer service, try reaching out on the social networks. Tweet whoever is maintaining the Twitter account and ask if you can talk about your poor experience. It’s the honey/flies thing. When you publicly trash people on a regular basis you’re seen as someone who just likes to complain a lot and cause drama and you’re more likely to be written off as a bully or a crackpot. If you’re respectful you’re more likely to receive respect in return.
What makes you take a complaint public?







