But not everyone can master the basics of crisis communication, as evidenced by the notorious screenshot from the Trattoria Laura website , which everyone who follows social media remembers even after years. The owner of the restaurant sent a dissatisfied customer… to find a man. Seriously. There is probably no doubt that this approach is rude and extremely inappropriate . Inappropriate communication is marked with red arrows.
Laura
Know your "enemy" -
That the person who is complaining this time around is making your life permanently uncomfortable? You, as a company, probably did not satisfy his needs. He was disappointed by your product, but he did not discuss it with you, or you did not act in his favor (even if he was not entitled to that favor, he is still angry). Last but not least, it could be a hater or a troll , i.e. a person who enjoys causing conflicts , writes negative comments wherever he wants, without having a reason to do so. We all have a hobby.
You explain to an angry fan that you stated in the description of the shoes that they are for casual, not benin phone number data intensive running. He admits that he didn't notice, next time he will read the description more carefully and the affair will end with a happy ending. You won't explain it to a hater. He doesn't care. He doesn't care about explanations , but about what you can endure and how long it will take you to get angry so that he can have fun at your expense.
This is a question that almost every social media manager asks themselves at some point. In general, you shouldn't prohibit anyone from responding to your content with negative comments. It feels like censorship on your part, and you might be accused of only allowing positive posts on your page and being afraid of criticism.
On the other hand – if someone is constantly sending you negative comments, even though they clearly have no reason to, there is no point in wasting energy on decent crisis communication . But don't stoop to the level of their posts, it could hurt you. It's better to block them if you think it's appropriate. If they once bought shoes from you and they didn't fit, you can explain it and one negative comment from them is enough. If they vent their dissatisfaction on every one of your posts , even when you wish them a nice weekend, then there's nothing to wait for.
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