Badassery Magazine December 2017 Issue 19 | Page 14

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
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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.
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