Despite the old axiom, the customer isn’t always right. However, their perceptions always are! Those perceptions can be damaging if they don’t align with the brand image you want to convey for your business. When a customer is unhappy, whether it’s warranted or not, it’s best to address the issue immediately. Similar to an experience I had a few years ago at a local Dave & Buster’s, a negative experience turned out to not be completely the restaurant’s fault but the manager’s response had me leaving with a positive feeling. His actions changed my perception of my overall experience and will lead me to return to this establishment.
This applies to social media as well. For example, don’t let those complaints just sit there on Yelp and Facebook. Respond to them. Even if you can’t turn the experience around to a positive one, others reading the post will know that you truly care about your business and the well-being of your customers.