Thanks for listening.

By Posted in - Social Media on September 27th, 2011 2 Comments

Last Friday afternoon, I noticed that a user on Twitter was complaining about a communication she received from one of our clients. It only took a few tweets for other users to get involved and keep the conversation going. Not understanding the compliant, I sent the original user a direct message with my apologies and an offer to help.

Her first response was “thanks for listening.”

In this day in age, we don’t have to keep quiet about the problems we have with companies and other people. We can take our opinion online, in real time, and create the perfect storm for a virtual bashing.

But sometimes, people just want to know that another human being is on the other end who cares about their concern. The issue I came across last week was easily resolved because I took a minute to hear out the problem and offer an honest attempt to help. While online networking sites offer a medium for complaints to spread, it also facilitates human engagement across the world in a way that couldn’t be done before.

To those who have either expressed or addressed a complaint using social media, how was your experience? Were you able to take advantage social media to connect with someone on a person-to-person level, or did the online world help spread the compliant like wildfire?

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  • Pritesh Patel -

    September 29, 2011 at 3:01 pm

    Good post.

    My question is, how come your client wasn’t the one listening?

    Pritesh

  • Caitlin -

    September 29, 2011 at 5:17 pm

    Pritesh, thanks for your comment. To answer your question, our clients are listening. We act as an another set of “eyes and ears” on social media to make sure questions and concerns from their audience are addressed in a timely manner.

    We know our clients’ goals and understand their audience, and as strategic partners they trust us to represent them online. I would recommend reading Liza’s post from today, as well.

    Hope this helps clarify things. Thanks for the discussion.

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