Quick Tip: How to Navigate Complaints and Negativity on the Social Web

July 27, 2009 at 8:12 am Leave a comment

Social Frequency_symbolThe Truth about Complaints

Unless the person appears to be crazy, always see complaints via the social web as an opportunity to deepen the relationship.  Most people who complain do so because on some level they care and they want to be heard. 

How to Handle Legitimate Complaints

The key is to reach out one-on-one, thank them, listen… really listen, acknowledge, learn, identify mutual commonality, provide additional information which might provide clarification and thank them again. 

In doing so, you stand a chance to either neutralize the discontent or, even better, establish a relationship which could convert the individual to a promoter.  I’ve had experiences were the individual issuing the complaint added a retracting comment.  Additionally, once you’ve cleared the air, you can also provide a follow-up comment or post which clarifies any misunderstandings and reinforces your position.

Listening is perhaps the most powerful communication tool.


Entry filed under: people, Quick Tips & Ideas, Social Media, Web 2.0 and Beyond, Web Me.0.

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