Inbound Marketing University

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Hi Lisa:

You are bumping into attitudes that indicate to me your company might not be ready for prime time social media. Only wanting to have posts that espouse good things isn't what this is all about. If you can't get your management through this hurdle of being afraid of what people will say, then I'm not sure their heads are in the right place.

Every complaint you hear is an opportunty to improve.

Every complaint you don't hear is still out there - getting repeated without your knowledge, doing damage you don't see and going unchallenged without a response from you.

Ask your management team if they were ever really upset with a politician or a company - upset enough to write to them. How did they feel if they got a phone call back, indicating great concern and addressing their problem?

How did they feel if they got an obvious form letter that espoused the politician's position or the company's greatness but didn't answer their concern? Why would their customes feel any differently if they felt your company was ignoring what was bothering them?

No company is ever perfect. But you need to know what is broken or you can't fix anything. You have an opportunity here for your followers to see that you are working on things that are not perfect. Either your management team wants to embrace that philosophy or they don't.

All the best,

Steve

If your company has a toll-free number, do you hang up on people with complaints?

If your company has a mailing address, do you throw away complaint letters?

If your company has an email address, do you delete complaint emails?

The answers are obvious. So why on Earth would you purposefully shut off an avenue of communication? Turning around a disgruntled customer gives you many advantages: you retain the customer and benefit from their 'lifetime value'; that person will likely tell others, since resolving complaints is rare. They're highly likely to give you a referral; you show you can make mistakes and learn from them. Nobody expects any company to be perfect - just perfect to them.

There are dozens of tools to monitor and manage (or both) social media. By properly embracing social media, your company will gain much more than it could lose.

-Luke Brown

High Performance Search Engine Marketing

www.hpsem.com

     Without knowing your business, product or service this is a little tough to assess.  Though, I believe all feedback is good feedback, especially when it comes to social media and marketing. (with some exceptions)

If you consider the possibility that the negative comments that are being posted could actually be true, what better feedback could a company have to help improve it's services or products. What better way to begin a social campaign than creating buzz as being a company that not only listens to your consumers feedback, but interacts with them socially and rolls up it sleeves and gets to work on the issues, showing the consumer that your company really does care & what they say does matter.

In my experience consumers love a business with personality, not a robotic entity that is super formal 24/7 and hides from there feedback.

There is always going to be negative feedback or comments from someone, a company is always going to run into speed bumps along the way of natural growth. The strength derived from listening, interacting and taking action or helping to educate the consumer is priceless. 

My opinion, educate your company in the values and benefits of long term success through teaming up with there customers to ensure a quality service or product together using social media marketing avenues.

Have a great day!  :)

~ Anthony Howard