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Quit Blaming Social Media for Your People Problem
Every time someone complains on social media (or any other channel), it's not because of social media. It's not even a customer service issue. It's almost always a hiring problem, a training problem, or a management problem.
It's because a person at your company did not do their job adequately.
While you should always answer the complaint as soon as possible, don't forget to dig deeper. Figure out what the human failure was that caused the customer to reach out or complain in the first place. This is how you can avoid future social media complaints and make your business better.
SUBSCRIBE: https://www.youtube.com/jaybaer00
SPROUT SOCIAL SHOUT OUT
Today's Sprout Social shout out goes to Justin Levy (https://twitter.com/justinlevy), head of global social media at Citrix. A smart, talented, and overall fantastic person, Justin has been dealing with some serious health problems. He is blogging about his journey at Built Unstoppable (http://www.builtunstoppable.com/), and we wish him the very best in his recovery. Get well soon, Justin!
OUR SPONSORS
Candidio (http://candidio.com), a simple and affordable video production company. Follow @candidio on Twitter.
Sprout Social (http://sproutsocial.com), a social media management and analytics company that Jay uses for much of his social media every day. Follow @sproutsocial on Twitter.
ABOUT JAY TODAY
Jay Today is a video podcast with 3-minute lessons and commentary on business, social media and digital marketing from New York Times best-selling author and venture capitalist Jay Baer. Join Jay daily for insights on trends, quick tips, observations and inspiration athttp://bit.ly/JayToday.
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By Jay Baer
4.9
99 ratings
Every time someone complains on social media (or any other channel), it's not because of social media. It's not even a customer service issue. It's almost always a hiring problem, a training problem, or a management problem.
It's because a person at your company did not do their job adequately.
While you should always answer the complaint as soon as possible, don't forget to dig deeper. Figure out what the human failure was that caused the customer to reach out or complain in the first place. This is how you can avoid future social media complaints and make your business better.
SUBSCRIBE: https://www.youtube.com/jaybaer00
SPROUT SOCIAL SHOUT OUT
Today's Sprout Social shout out goes to Justin Levy (https://twitter.com/justinlevy), head of global social media at Citrix. A smart, talented, and overall fantastic person, Justin has been dealing with some serious health problems. He is blogging about his journey at Built Unstoppable (http://www.builtunstoppable.com/), and we wish him the very best in his recovery. Get well soon, Justin!
OUR SPONSORS
Candidio (http://candidio.com), a simple and affordable video production company. Follow @candidio on Twitter.
Sprout Social (http://sproutsocial.com), a social media management and analytics company that Jay uses for much of his social media every day. Follow @sproutsocial on Twitter.
ABOUT JAY TODAY
Jay Today is a video podcast with 3-minute lessons and commentary on business, social media and digital marketing from New York Times best-selling author and venture capitalist Jay Baer. Join Jay daily for insights on trends, quick tips, observations and inspiration athttp://bit.ly/JayToday.