Consumers have a voice more than ever before. 10 years ago, if you had a frustrating shopping experience, you told your friends, wrote a letter to the editor of the local paper or perhaps wrote a letter to the company. Then, email became the method of choice for consumers to sound off.
Now, consumers flock to review websites, web forums and social media to share their experiences both good and bad (unfortunately the bad outweighs the good, more about that later). So you’ve had a frustrating experience, how do you approach a brand so that you’re heard?
1) Take a 24 hour breather. Many times when we have a frustrating experience, we’re fired up and thinking with more emotion than logic (I’m guilty of that too!) Definitely make notes, but wait until the next day to do something about it when you can step away from the situation and look at it with a more critical eye. Still ticked off? On to step 2!
2) Follow the brand on social media – specifically Facebook and Twitter. I find that many brands seem to be more active on Twitter than Facebook on a day to day basis mainly because of the rules around each network (Facebook charges brands to get their content seen by more eyes and Twitter doesn’t).
3) Don’t be a jerk. Post to the social media site explaining your issue (140 character max on Twitter makes you get to the point!) and ask for a resolution. Hopefully, the brand will respond (give them a day). Once you get a dialogue going, take the convo off social media (you wouldn’t stand at a customer service desk on an intercom would you?) This way you can share more information.
4) As always, if you’re not getting the resolution you want, ask to speak to a person higher up, but again always being polite but firm.
5) While you’re following the brand that frustrated you, what about your favorite brand, company or store that you love? Follow those as well on social media and engage. We often only vent to companies and rarely post to tell them they’re doing a good job, an employee really impressed you, or you overall are just a big fan. Social media is a new frontier – if you went to work every day only to hear why people don’t like you, would you be excited to be there?
I shared these thoughts and more at Global Regina this week, here’s the video clip!
All good tips. I find most companies are excellent when it comes to resolving issues as long as you do it in a proper/polite manner.
Great tips, especially taking a 24 hr breather! I guilty of sounding off right away
good tips! and I love that Blazer… lol
I have read people’s social media rants before and, as you say, there is a right way and a wrong way to approach issues you may have with a company. You don’t want to post something that you regret later on.
Social media is the home of rants! We’ve all been there for sure, but if you actually want a resolution to your issue, there’s definitely a way to do it!
Thanks these are great tips! Its so easy to get lost “in the moment” and whoever the person is responding is still just a person, who would prob not like to be yelled at.
So true. I’ve lost my mind getting home without french fries from the drive thru, but know that I need to calm down before I make that phone call. French fry rage.
Definitely some good tips
You get more flies with honey than with vinegar! I always try to be nice to someone I am dealing with, even if I have a bone to pick with them because if you know how to speak to a person, you will end up happy in the end.
Telling them what you love about them is definitely the fun part!
Very interesting..Good tips
I like to follow the rule of thumb: if you wouldn’t say it to or in front of your grandmother, don’t post it!
Ohhhh, I like that one!
I agree, you always have to be polite, even though it can be extremely hard!!
All good advice. Try to imagine how you would feel if a stranger got all loud and nasty with you, likely for something that you had no control over.
Twitter and Facebook are definitely the best place to get attention from a brand, positive or negative. I always get a quick resolution to problems on social media but also tweet the good things too!
And that is the perfect formula Susan!
I always treat people the way I would want to be treated and with the utmost respect. Mom taught us well, but I understand what you mean as I see peeps rant and rave on social media but in the end they are usually ignored! 🙂 great post
great tips and so true to Take a 24 hour breather !! a lot of people (guilty of being one of them at times) definitely could work on that
Great read 🙂
I’m dealing with an insurance company right now, I may try social media. I will try to wait for a calm time to tweet and facebook them. I have not done this as of yet. Great tips, and thanks.
Glad I could give you that nudge Debbie! Send me a note when you do and I’ll follow along.
This is awesome information. Most people would just rant to their partner or friends. Everything is online now. We may as well use the resources it provides.
This was great, love the tips and if I’m not happy with something I try not to spread it all over the media, that is not cool at all!!
Waiting 24 hours is a good idea. I tend to say too much right away.
Good tips. Yes, I agree it is a good idea to add positive comments as much as is relevant. I have not been interacting much at all, now is a good time to start.
Great tips! It is unfortunate sometimes that consumers put it out there about a horrible experience they may have had and it may just be that they are just very hard to please and are always looking for something to gain from the company.
These are all great tips thanks for sharing
This is a timely post, thanks for the tips! I had a very frustrating experience at The Bay yesterday and I was going to send them an email as soon as I got home indicating what had occurred. I chose to sleep on It and now I am rethinking if I should send that email.
Great advice about a relatively new outlet.
I find that people often cry wolf a lot more just to get freebies through social media. I think that companies have it tough now with social media.
Oh boy is waiting 24 hours a good idea. I had a company come to me within that time due to another employee having seen the exchange!
I heart number four. It is best to be nice in any situation.
Some great tips! I have tweeted with both praise and discontent to a company and my issues have (mostly) been resolved via email.
Thank you for sharing these great tips.
I always take a deep breath, or a few before I start dealing with companies. I have to remind myself that the poor girl/guy at the receiving end is an employee and is only trying to help. Gaining composure, and working together sets the tone to resolve a dispute.
These are great tips, thanks for them.
Great tips, thanks
such good tips! thank you!
Great appearance and tips. I’ve been guilty of heated emotions and am learning to take a cool down period before reaching out. I could’t imagine having to write a letter to a company with a complaint! My how times have changed 🙂
Managing your anger is a great tip. I’ve seen all too often someone post an angry, rude message on a company’s facebook wall & it just makes me cringe. I’ve really only had 1 company I had an issue with and I was patient with them, giving them time to address it & I only messaged privately. The issue was resolved & I felt I took the right steps. Taking a 24-hour breather works also in all facets of life when dealing with co-workers, family & friends.
I think these are great tips.It’s better to bite your tongue and show a little bit of politeness without losing your cool.It goes a long way to justifying how mature a person is too.I think if you lose your temper you’ve already lost the battle even though it can be a frustration at times.
Wonderful information! There is definitely a right and a wrong way to approach difficult situations – I think the old adage of you catch more flies with honey than vinegar rings true! I like t he idea as well to step back and take a breather before you speak.. that can save A LOT of headaches.
Wonderful and great tips thanks for sharing!
Excellent tips. I always try to be as polite as possible, at least the first few times, until the situation doesn’t seem to go anywhere. It’s hard not to lose your cool after a while but most of the times the companies are friendly and very understanding.
Great tips to remember especially about taking the conversation off social media once you establish a dialogue!
#3 is so important. Some people can’t help themselves….
I think it is oh so important to like/follow the brands you love and give them positive feedback. It is often only when something negative occurs that we interact with companies and that is too bad!
great tips sometimes i have a hard time not taking a step back first