Social Media 101: Never Delete a Post from a Customer

Over Christmas I took our out of town guests to a breakfast restaurant I had been wanting to try. We had wonderful food and good service. I liked it so much I decided to take some other out of town guests to the same restaurant. Unfortunately, on this occasion we had terrible service… waiting for menus, finding the waitress so we could place our order, finding the waitress so we could pay our bill, etc. I was so disappointed and decided to post my experience to their Facebook wall. The post was cordial, but let them know while their food was outstanding, we likely wouldn’t be back due to the service.

Being in social media myself, I saw the easy opportunity they had to win me back as a customer.

Then I waited… and waited… and waited. Over 4 days without a response from the restaurant. I finally went back to their page and noticed the post had been deleted. Instead of taking the time to respond to me to find out how they could win a patron back, they simply deleted the post. Now they have a former customer who will definitely not return and will likely use word-of-mouth to tell others of my experience. Breakfast

Yes, it can be annoying when someone posts something negative on your social media sites, HOWEVER the opportunity for a Customer Service win is tremendous! By showing 1) that you care, 2) that you noticed their post and 3) offering a solution almost always wins back customers AND increases customer loyalty. Of course there are times when issues can’t be resolved over social media, but even then deleting a post should always be a last resort. Learn from this restaurant’s mistake and use negative social posts as an opportunity to win customers back.

Do you have any social media faux pas you have experienced? Tell us about them!

About Audrey Howes

Audrey has been an active member of the Swiftpage team since September 2009. Audrey manages Social Media and special projects with her marketing know-how and design expertise. When she’s not working you are likely to find her enjoying time with her family in the mountains near Steamboat, going for a run, reading a good book, being goofy with her kids, or savoring a latte in a local coffee shop.

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