As a consumer, just because we now have the power through Facebook or Twitter to call out bad service doesn’t mean we should. Before Social Media became mainstream, complaining about poor service started with a simple request. “May I please speak to your manager?” The ensuing conversation was usually low key between 2 people rather than a high octane rant.
Twitter has now given us 140 characters to rant to a potential audience of millions instead of that quiet conversation. As you wouldn’t scream in a store, restaurant or office (or shouldn’t) don’t spew on-line either! Social Media has changed customer service because it gives us the power to influence the masses. Just because you have that potentially huge audience to complain to doesn’t necessarily mean that you should.
My daughters were discussing a restaurant experience recently. As they were finishing their meal a manager asked them if they’d accept desert, on the house, in exchange for moving to a smaller table as there was a larger group waiting. They declined as they were planning to leave anyway & weren’t in a desert kind of mood… No desert, what’s up with that?
Anyway, they differed in opinion and took it to the Twittersphere. Without naming the restaurant they asked their followers to weigh in. A few wanted to know the name of the restaurant. Not wanting to damage the reputation of the restaurant they decided not to divulge the name of the establishment. No problem with taking the issue to Twitter. They wanted input from others but there was no need to tarnish the reputation of the manager or business.
How do you get your point across? You’re in the situation. Why not make it a one on one conversation? Beyond that… Cool down. Realize the implications of an on-line rant to the livelihood of the employee and business. Constructive criticism is useful both to the the business & other consumers. Name calling however, helps nobody. Personal attacks are harmful and hurtful.
Another example of the power of the media? Fundraisers went into a neighborhood restaurant asking for a small donation to help their cause. The apparent response was a racial slur. A very influential person within the community was told of the incident and, in anger, posted the name of the restaurant and the incident only to find out later that the story wasn’t true. The damage had unfortunately been done, The incident was forwarded throughout the community. Within 3 months the restaurant was out of business… based on a story that wasn’t true and the emotion of the person who made the first post and the others who shared the post!
Don’t let anger and emotion get the best of you! Your words do matter and can’t be taken back once they’re out there in cyberspace! You may have 10 followers or 100,000 followers, something you post, tweet or share can easily be shared by many or by someone more influential. Always ask yourself: How would I handle this situation if Social Media didn’t exist?
The takeaway… Take a breath, rant responsibly, Social Media gives you power… Use it wisely!