When a person is upset with a brand or product, odds are, they will post on the brand’s Facebook Page or tweet directly to the company. Because of this, large corporations like Target and Ford Motor Company have hired teams of customer service representatives to manage the chatter on their social media streams. Because I myself am a social media manager, I see it all firsthand and I’ve decided there are 3 types of people that use social media to reach out to a business or product:
1. The “I want something for free” complainer:
- This person will complain about the littlest things in hopes of getting something for free. They write on multiple business page Timelines per day. The odds that they are also a “Sweeper” is highly likely.
2. The Productive Criticizer:
- When you want to simply let a business know how they can improve their product or operation, but you’re not necessarily looking for a handout, you’re a productive criticizer. These people effectively help brands become aware of problems so the business can work towards solving it!
3. The “Inexperienced Poster”:
- The inexperienced poster is most likely older and not familiar with proper Facebook etiquette. These posts are often comical.
I consider myself a “Productive Criticizer.” A few months ago I had an issue with Target’s brand of contact solution. It made my eyes burn and caused me a trip to my optometrist. The doctor told me a few of her other patients have complained about the same product. I decided to write on Target’s Facebook Timeline and got a call from them within 5 minutes. Awesome work Target!
I’ve also had great customer service via social media by Jimmy John’s, Noodles & Co and Panera Bread. Macy’s on the other hand, needs to get it together! I posted an issue I had with them on their Timeline with no response. *Unacceptable*
