Thanks to the rise of social media, it's now nearly effortless for a dissatisfied customer to make his or her complaints public. How should you, as a small business owner, respond when a customer gives you a bad review on Yelp, or tweets about a bad experience? Or writes a blog post about how unhappy they are with your product?
Should you even do anything?
Like we've said before here on Leverage, bad reviews can be surprisingly good. But should you respond to them?
This article on BusinessWeek suggests you should, and I think their reasoning makes a lot of sense. Here's what they have to say:
Would you ignore a customer who called you and complained by telephone? Probably not. Then why ignore customers complaining about your firm through social media that's instantly accessible to others? Companies shouldn't depend on customers to write positive things about them.
Read the article on BusinessWeek.com and follow Wheel Media's social media company Twitter page for up-to-date news and useful tips and tricks.
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