Responding to negative comments on social media is a risky proposition. Most people either avoid diving in or they do it wrong. When I was at Princeton, we engaged most people and tried to get to the bottom of the negative response, but sometimes that just won’t work.
Facebook done right.
This customer, and the response from the company’s COO, are an amazing example of customer service and brand management online. This was a risky response, but in this case, the tone and sincerity were perfect, and the company gained more customers than it would have by leaving the one angry customer’s post alone. My favorite part:
Your voicemail stated ‘it is the holidays, you should be working’ and your email stated, ‘Instead of doing my Christmas cards and enjoying the holiday spirit I was dealing with this.’ Perhaps you need to spend a bit more time embracing the holiday spirit. You see, my employees were home with their families doing their cards, baking cookies, etc. Family first, product second.