Hug your haters: How to respond to unhappy members on social media

first_img 19SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr It happens—often—member complaints. In handling Facebook pages for over 26 credit unions, we see it far more than we would like. Sometimes it’s a legitimate issue like a debit card that isn’t working. Other times, it’s a member who was turned down for a loan who wants to blow off some steam. Some days, someone (not the credit union) just woke up on the wrong side of the bed. Whatever the reason, there’s always the question about how we should respond.Have you heard “Advertising is a tax paid for being unremarkable?” It is credited to Robert Stephens, the founder of the computer and electronics repair company, Geek Squad. In a recent Huffington Post article, Troy Nwazor added, “Too many businesses care too little about retention, and place much emphasis on outbound marketing and the attraction of new customers.” Sadly, the same goes for credit unions way too often.Nwazor then had some great advice for brands dealing with social complaints, “Hug your haters.” When you do, often you can turn a bad situation into a positive experience, which members want to share with their friends. For example, last Sunday, we received a message via Facebook from a member who was obviously quite nervous about a big date, only to be compounded with a debit card that wasn’t working. continue reading »last_img

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