Social Media is the best place for a pleased customer to mention you but it is also the worst place for a displeased customer to call you out.
How do you handle such a situation?
Let's assume a dear friend is called out by her client on social media. Here are a few tips to pacify his/her anger:
- 𝐓𝐚𝐥𝐤 𝐭𝐨 𝐲𝐨𝐮𝐫 𝐟𝐫𝐢𝐞𝐧𝐝 𝐭𝐨 𝐤𝐧𝐨𝐰 𝐚𝐥𝐥 𝐭𝐡𝐞 𝐝𝐞𝐭𝐚𝐢𝐥𝐬:
You need to know the whole story. Sometimes people tell the good part and leave off the bad part but if you want to save the day, you need to see the big picture.
You may talk to others who know about the situation, too.
- 𝐄𝐦𝐩𝐚𝐭𝐡𝐢𝐳𝐞 𝐰𝐢𝐭𝐡 𝐭𝐡𝐞 𝐜𝐥𝐢𝐞𝐧𝐭'𝐬 𝐟𝐫𝐮𝐬𝐭𝐫𝐚𝐭𝐢𝐨𝐧:
You may call, email or text the client — not to "scold" him/her for the call out, but to say "I understand this situation is frustrating."
Say, "You have the right to express your frustration."
(This is not in any way endorsing the channel in which the client is employed)
- 𝐄𝐧𝐜𝐨𝐮𝐫𝐚𝐠𝐞 𝐲𝐨𝐮𝐫 𝐟𝐫𝐢𝐞𝐧𝐝 𝐚𝐧𝐝 𝐭𝐡𝐞 𝐜𝐥𝐢𝐞𝐧𝐭 𝐭𝐨 𝐬𝐞𝐭𝐭𝐥𝐞 𝐭𝐡𝐞 𝐢𝐬𝐬𝐮𝐞 𝐨𝐟𝐟 𝐬𝐨𝐜𝐢𝐚𝐥 𝐦𝐞𝐝𝐢𝐚:
This is the point where your friend has to speak with the customer with a "soft tongue."
Compensation would be a welcomed idea.
This may even make the client delete the defamatory posts about your band and expertise from social media.
- 𝐀𝐬𝐤 𝐲𝐨𝐮𝐫 𝐟𝐫𝐢𝐞𝐧𝐝 𝐭𝐨 𝐝𝐨 𝐝𝐚𝐦𝐚𝐠𝐞 𝐜𝐨𝐧𝐭𝐫𝐨𝐥:
Now, everyone on social media is aware of the episode. This is why your friend needs to apologize for what happened and assure other clients and potential clients that the issue has been fixed.
Sometimes you apologise even if you feel you are not wrong.
This shows you are humble, reasonable and human.
I hope this helps you while dealing with such a case.
Now, take my keyboard. 𝐾𝑖𝑛𝑑𝑙𝑦 𝑠ℎ𝑎𝑟𝑒 ℎ𝑜𝑤 𝑦𝑜𝑢 𝑟𝑒𝑠𝑜𝑙𝑣𝑒𝑑 𝑎 𝑠𝑖𝑚𝑖𝑙𝑎𝑟 𝑖𝑠𝑠𝑢𝑒 𝑖𝑛 𝑡ℎ𝑒 𝑝𝑎𝑠𝑡.
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