When Dealing With An Angry Customer On Twitter, Follow Them.

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!


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