Patience is said to be a virtue, and being able to keep a cool head while a customer thrashes your live answering service can end up with your business looking stronger as a result. But are there ways to respond aggressively without looking bad or losing a self image?
No less an authority than the co-founder of one Michigan-based environmental water bottle company, Liberty Bottleworks, stepped in to make his opinion known in response to a mostly uppercase Facebook complaint that appeared earlier this month.
According to mLive, the original customer grievance had to do with the amount of time it took for them to respond, with the unnamed (but apparently female) complainer stating "product is great. COMPANY IS NOT."
Ryan Clark, who also serves as COO of the company, took an interesting tactic in his reply, one that might be interpreted as a bit snobby and evasive, saying that his employees were busy at home "with their families doing their cards, baking cookies , etc." But he also brought up the issue of tardiness and made a point of highlighting what his team had tried to do.
"We emailed within 24 hours of your order concerning the Paypal issue," Clark said. "Second, we called you first thing this morning in response to your angry voicemails but you hung up on us when we introduced ourselves saying, 'I never want to speak with anyone from your company.'"
Even though this might be true and Clark seems to have gained lots of support for his words, this kind of interaction might not be advisable. Instead, using a phone answering service that can react graciously without carrying the baggage of an upper level founder might help the image of your company.