Facebook Fan Page and the Unhappy Customer!

Recently a distress call went out on Twitter from the City of London (http://bit.ly/ax3i9E ) in regards to a person posting inappropriate comments and questions on the Fan Page wall (comments may have been removed at this point –http://bit.ly/aVKqYk ). The administrator of the page explained that the “City’s Facebook page is not the appropriate channel through which a complaint can be addressed” and then forwarded on the appropriate contact information. This got me thinking, how should an organization deal with situations like this so not to offend its audience, but still maintain positive brand association on these social channels?

I am sure a lot of people heard about Nestle’s Fan Page disaster earlier this year(http://bit.ly/cJkDEa ) and this story certainly showed us how NOT to respond to negative comments in these digital spaces, but how can this situation be dealt with to end in a positive outcome? My opinion is that Social Media sites are a great place for businesses and organizations to keep engaged with their customers and answer questions or concerns that they may have in a timely and personal manner. The power to comment or voice your opinion on issues is one of the reasons that Social Media has become so popular in today’s society however it is often abused which can put businesses and organization in a tough place.

So let’s keep this discussion going, how would/has your organization handle this type of situation? Please post your thoughts in the comments.

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~ by A Gathering of Geeks on June 2, 2010.

2 Responses to “Facebook Fan Page and the Unhappy Customer!”

  1. There’s this one website I go to, modcloth.com, and they encourage their consumers to post comments about the clothes they buy there. There are occasionally items that don’t meet the expectations of the customer. When someone posts something negative about that item, the website always posts something along the lines of ‘I’m sorry you had a bad experience with X. I will be sending you an email shortly with some more information so we can work this out’, or something along those lines. Consumers can be your most vocal brand messengers, so you need to encourage both positive and negative comments. The key is to respond to them promptly and properly, according to the situation.

  2. This was passed along to me by @ImpressionOne – http://bit.ly/c7zUj1
    Looks like a great resource for managing situations like this.

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