Thanks for listening.
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?