who most certainly will read the thread and take notes! You are managing your customer service in that moment, and this can make or break your business. Supply contact information and a solution.. Offer your phone number, website and email, even though they may already have it, but offer to have a personal, private conversation if it appears that you cannot resolve the situ- ation quickly and publicly. But, always offer some sort of solution online,that is visible to anyone who comes along later. The last word… if you need to get the conversation off line, quickly reply with something gener- ic but sincere and make sure you follow-through all the way. “Mindy, I am sorry to read that you had this type of experience and I would like to speak with you about this as soon as possible as this is not something we take lightly, I can be reached at…. You get the idea. But, be careful, if you use this every time some- one complains, viewers will take notice that you do not resolve any issues publicly. Of course, if you are getting that many haters posting to your social media, you may need to rethink how you are relating to your customers and make some internal changes- or maybe you need to consult a good PR manager to help you out. About the Author With more than twenty years of event creation, marketing and community outreach experience, Mindy Quinn has developed campaigns, fundraising events, social media strategies and public relations support serving K-12 public education, higher education, social services organizations and for-profit corporations. Wildflower Promotions & Media Management began as a part-time consulting endeavor for Mindy Quinn, a single mother of two boys. After collaborating with groups and individuals locally and online, she knew she needed to take her business to the next level. Creating a company to design events and marketing campaigns that bring more diversity, inclusion and respect into the world was her calling. wildflower.marketing 13 Remember.. No one is per- fect, so a hater now and again doesn’t have to be the end… plus the holiday season is upon us, which can be a stressful time of the year. You never know what someone else is going through, and while they may post some- thing hateful, your empathy and kindness may turn a hater into a brand ambassador for you. Choose your responses wisely.