Source: SCORE Small Business Blog
By: Carrie Hill
You’ve succeeded in getting a social media strategy in place, you’re sharing amazing, relevant content – and then WHAM! Someone posts a negative comment, and you feel like all of the wind has been let out of your sails. Then the worrying begins – What do you say? How do you say it? Should you say anything at all? These are all really valid questions that need answers, quickly, so you’re ready at a moment’s notice to respond the right way.
First – determine the validity of the criticism. Customer service, product issues, or even website criticism is valid, and you should own it. Just like the old business mantra goes, “The customer is always right.” – Even when they aren’t.