How to respond when clients attack your business online
Social media is a double-edged sword. On the one hand, it’s a fantastic marketing channel to engage with clients. But on the other – it could turn ugly fast.
For social hell to break loose, all you need is one disgruntled client with an axe to grind.
And how you handle this situation could make all the difference to your business’s reputation.
Forewarned is forearmed
Even the best-run businesses occasionally mess up, which may cause clients to publish online complaints.
A solution is to have a strategy in place before this happens. That way, you won’t panic and worsen the situation.
So what’s the best response strategy?
1. Understand the issue
2. Act fast (but not too fast)
3. Don’t be defensive
4. Avoid sarcasm, insults and aggression
5. Be careful with humour
It’s okay to laugh at yourself to diffuse a situation. But don’t make the client the butt of the joke. When the client is already angry, a joke at their expense could add fuel to the fire.
6. Take it offline
Where possible, suggest continuing the conversation in private either through direct messaging or by phone call. That way, if you need to point out it’s your client’s mistake, you won’t publicly shame them.
