July 2017

If there is one thing a business doesn’t like, it’s a complaint. Complaints can have far-reaching cons equences whether it's losing a valued customer; losing out on potential customers; or even your reputation being torn to shreds overnight. Complaints are a common factor for all businesses, but need to be correctly managed. It’s not just about damage limitation – handled correctly your reputation could even be enhanced.   The nature of social media has changed the way complaints work for businesses. In the past they were largely private - a phone call a letter, or more recently an email. The dialogue would be between the customer and the business only.  Now, social media has made it more public, complaints on Facebook or Twitter are seen by many people and, even worse, can be shared and end up going viral. The enormous increase in social