Responding to unhappy clients on social media

Yesterday, we ran an article with tips from Ron Kaufman on how to talk to customers who come directly to you with a complaint.

Today, Kaufman offers some tips on how to deal with clients who complain about you on a social media platform, like Twitter or Yelp, instead of coming to you. Posts like these can quickly taint your reputation if you do not respond effectively.

“The damage someone can do to your reputation online today is enormous,” said Kaufman. Here is how he recommends protecting your reputation online.

1. Respond on that social media platform as quickly as you can with full and honest details. The truth will ultimately come out. Do not let emotions get the better of you. Make sure your response is calm and truthful.
2. Thank the client for bringing the issue to your attention.
3. Apologize for any inconvenience you may have caused the client.
4. Agree with them that their issue is important and you understand why they are upset.
5. Explain what action you will take to make the client happy. Remember, a happy client means more referrals for your business.

In most instances, other users on social media can see this conversation, and they will see your response. They will be impressed at how quickly and appropriately you have responded to your client. It will be clear that you have the utmost respect for your clients and truly value their relationship.