Between You and Me, There's PR

Social-Customer-Service-Race-Header-2There is absolutely nothing worse than doing your routine Facebook page check and finding a customer complaint. But is it so bad?

Many companies will fight opening their company up to social media for fears that they will hear too many negative responses. It’s a scary concept to open your page up to the good, bad and ugly. Who wants to hear anything but the good? However, it pays to listen to consumers, no matter what they say.

Example: A few weeks ago I logged on to monitor my page and found an upset customer. With smart phones, people have the ability to post their complaints while they are still in your store or restaurant, which is what this person was doing. After a response to the customer on Facebook and a call to management at the store, the problem was resolved, the customer was happy and he even thanked…

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