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.
- 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!
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.