Bad reviews are good for business!

Posted on May 5, 2017 by


We manage the social media promotions for a technology company and we received a comment from one of their customers on their Facebook page, stating that they are unhappy with the support provided by the organisation. While we had the option of hiding the comment and acting on it, we did check with our customer as to what we ought to do with the comment.

They asked us not to hide the comment and publish it. After publishing, we responded stating that our support team will get in touch and address their issues. Support promptly called the customer, addressed all their issues and ensured that the customer was happy.

Customer added yet another comment in the same thread praising the support offered, and a complaining customer was converted into a brand ambassador. Now, we use this as a case study, while talking about the support services that the customer offers.