It seems simple. You have an angry customer on Twitter. They are ranting at you publicly. You reach out to them and get a conversation started. They go to DM you and, oops, they can’t. You know why? Because you haven’t followed them back. This is a major mistake. The customer is willing to take the conversation private, but you are impeding this and making the situation worse by not being accessible on a private channel. There’s a quick fix. Make a habit of following everyone who writes you with a comment, complaint, question. Anything. That way they can DM you privately.

Have a great day!

-Seth

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Seth Goldstein is the Principal Creative Director at Goldstein Media LLC. He has been in the Web design and Internet marketing business for more than 10 years. A self-proclaimed technologist, Seth is addicted to all types of technology. He loves to help businesses of all sizes figure out the best way to use the Internet to grow their business.
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