- Wed, March 30 2011
- Filed under: Social networking and web 2.0
Social media can be a complaint box put online, streaming in real time, for all to see. For that reason, it’s a good idea to check it early and often.
I was reminded of this as recently as last week, when an internal mix-up at work led to a complaining Tweet going unanswered long enough to cause a problem. This in turn reminded me how important it is to:
2. Unless the criticism comes from an unbalanced person with no followers, reply right away, wherever the criticism happened (Facebook, Twitter, etc.) Show you’re listening and don’t be defensive. If there’s a problem, say what you’ll do to fix it.
3. Thank the person for their input, even if it was unpleasant to hear or nastily delivered. You only benefit from taking the high road publicly and learning from feedback. For example: “Thanks for letting me know you don’t like cake” is better than, “You’re an ungrateful idiot.” I know that can be hard to do, but it’s what works best when you’re put on the spot, in the spotlight.