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#HateTweets: When Should Businesses Respond on Social Media?

Is the customer always right? Tell us how you respond to bad reviews or criticism online.

The customer is always right. That old adage might not be true, but as bad reviews or complaints about your business are posted online, other customers might believe the saying. 

In April, our East Cobb Patch site asked about a complaint a patron of the Del Taco in Smyrna, GA sent to the company's account. It read: 

"hey @DelTaco, the girl working the drive through right now at your Smyrna, Ga location is incredibly and incorrigibly rude by the way :("

The following day, the company asked for more details and provided a link to its feedback page. Is that the appropriate response? 

Business owners: Tell us in the comments how you respond to reviews and complaints online.

According to a recent social media conference at the University of Pennsylvania, experts said customer service is often the ignored aspect of social media, but that it's becoming a business necessity. 

Yelp and Google Places offer a few tips for how businesses can respond to reviews, including: 

  • Be nice, or you could make the situation worse. 
  • Don't get personal. The feedback is about the business, not you as a person.
  • Keep it short and simple. 
  • Don't forget to thank positive reviewers, too! 
Customers: How would you prefer businesses handle reviews or complaints you post online? 

This article is sponsored by Wells Fargo Works. Watch the video series, then enter the contest where you could win a similar experience, including $25,000 for your business. Watch the videos and enter the contest here.
george lemieux May 06, 2014 at 09:50 PM
google places better shut up-they allow losers post fake reviews under fake identities and getting the review removed is next to impossible. I gave the morons copy of same review posted under different name in another place and still two fake reviews on my guys in google plus are there so they dare "offer advise?" Too much advertising killed the newspapers, too make fakeness will kill the internet.
george lemieux May 06, 2014 at 09:51 PM
"too much fakeness" sorry, typing too fast today :)
Fatkat May 07, 2014 at 09:01 AM
I, for one am glad that the customer has that avenue to keep business owners on their toes. The written word as well as the tongue can be a mighty sword!
Jean Derespina May 07, 2014 at 09:22 AM
Social Customer Care is a critical topic for all business owners - it's the combination of traditional help desk services with social media monitoring and responding. Customers commenting on social media expect prompt (minutes vs. hours or days) and professional responses.
Wonderboy May 07, 2014 at 03:32 PM
Too many fictional and disgruntled employee comments on social media.... best advice, businesses should keep a low profile, stay away from "maps" etc., where people can leave comments... ignore twitter comments, people want all for nothing.....

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