Social Media is the best place for a pleased customer to mention you but it is also the worst place for a displeased customer to call you out.
How do you handle such a situation?
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Let's assume a dear friend is called out by her client on social media. Here are a few tips to pacify his/her anger:
- ๐๐๐ฅ๐ค ๐ญ๐จ ๐ฒ๐จ๐ฎ๐ซ ๐๐ซ๐ข๐๐ง๐ ๐ญ๐จ ๐ค๐ง๐จ๐ฐ ๐๐ฅ๐ฅ ๐ญ๐ก๐ ๐๐๐ญ๐๐ข๐ฅ๐ฌ:
You need to know the whole story. Sometimes people tell the good part and leave off the bad part but if you want to save the day, you need to see the big picture.
You may talk to others who know about the situation, too.
- ๐๐ฆ๐ฉ๐๐ญ๐ก๐ข๐ณ๐ ๐ฐ๐ข๐ญ๐ก ๐ญ๐ก๐ ๐๐ฅ๐ข๐๐ง๐ญ'๐ฌ ๐๐ซ๐ฎ๐ฌ๐ญ๐ซ๐๐ญ๐ข๐จ๐ง:
You may call, email or text the client โ not to "scold" him/her for the call out, but to say "I understand this situation is frustrating."
Say, "You have the right to express your frustration."
(This is not in any way endorsing the channel in which the client is employed)
- ๐๐ง๐๐จ๐ฎ๐ซ๐๐ ๐ ๐ฒ๐จ๐ฎ๐ซ ๐๐ซ๐ข๐๐ง๐ ๐๐ง๐ ๐ญ๐ก๐ ๐๐ฅ๐ข๐๐ง๐ญ ๐ญ๐จ ๐ฌ๐๐ญ๐ญ๐ฅ๐ ๐ญ๐ก๐ ๐ข๐ฌ๐ฌ๐ฎ๐ ๐จ๐๐ ๐ฌ๐จ๐๐ข๐๐ฅ ๐ฆ๐๐๐ข๐:
This is the point where your friend has to speak with the customer with a "soft tongue."
Compensation would be a welcomed idea.
This may even make the client delete the defamatory posts about your band and expertise from social media.
- ๐๐ฌ๐ค ๐ฒ๐จ๐ฎ๐ซ ๐๐ซ๐ข๐๐ง๐ ๐ญ๐จ ๐๐จ ๐๐๐ฆ๐๐ ๐ ๐๐จ๐ง๐ญ๐ซ๐จ๐ฅ:
Now, everyone on social media is aware of the episode. This is why your friend needs to apologize for what happened and assure other clients and potential clients that the issue has been fixed.
Sometimes you apologise even if you feel you are not wrong.
This shows you are humble, reasonable and human.
I hope this helps you while dealing with such a case.
Now, take my keyboard. ๐พ๐๐๐๐๐ฆ ๐ โ๐๐๐ โ๐๐ค ๐ฆ๐๐ข ๐๐๐ ๐๐๐ฃ๐๐ ๐ ๐ ๐๐๐๐๐๐ ๐๐ ๐ ๐ข๐ ๐๐ ๐กโ๐ ๐๐๐ ๐ก.