It’s human nature to want to make everyone happy all the time.
However, this desire simply isn’t realistic. At some point, every one of us will do something—hopefully unintentionally—to rile someone else up. It’s no different when it comes to your business.
Sure, providing quality products and customer service is of paramount importance. If you don’t, you’ll see your brand suffer and profit margins slow, even plummet. However, even top-tier customer service and the best products in the world will eventually find some disenfranchised customer who came up with a reason to complain. That’s human nature, also.
What happens when the customer brings his complaint to your Facebook page and makes it public for all your fans to read? How should you defuse the situation and avoid further humiliation?
I know what you’re thinking: delete it! Of course that’s your first response. But I’m here to tell you otherwise. Deleting that negative comment could be the worst move you could make. Here’s why:
1. You have an opportunity to change the person’s mind.