Your company has an online community and utilizes social media – GREAT! Listening to and engaging with your customers is always a great idea, but this blog is not about social benefits; I am going to discuss planning for the inevitable problem.
No matter your product or service, there is no way to avoid problems and the public complaints that follow: mistakes will be made and customers will get upset. They will turn to Twitter, Facebook, or your Community to let you (and the public) know about their pain. How are you going to triage and manage these complaints and keep drips from becoming a flood? Have a plan.
Each firm has different staffing levels and available resources; this chart is a guide to help you formulate your triage plan. No plan is perfect, nor will it prevent issues; however great companies do not hide from trouble, they take ownership and tackle it.
Don’t let your fear of public complaints keep you from utilizing social media or creating a community. Have a plan and the thick skin to deal with it – your customers will reward you for it.
I welcome your questions and comments.