Jungle Jumps Offers Tips for Handling Negative Comments on Social Media

Pacoima, CA, June 28, 2013 --(PR.com)-- Today’s availability of social media as a communication makes unhappy customers risky business. A disgruntled bounce house customer, or even the competition disguised, can post defamatory comments on your inflatable company’s social media pages, making these available for all to see. You can certainly delete the postings and block the user, but how much damage might already be done before you even realize the comment is there? Additionally, on sites such as Facebook the commenter’s own "friends" will see the post.

The best, and most admirable, approach for this is addressing the situation in a professional manner. In many cases a simple response to the disgruntled bounce house customer is the best course of action, and will give your inflatable business a reputation of operating ethically and with the customer in mind. Start your response with an apology to the customer. If the error was not yours simply state “I am sorry you feel that you had a bad experience.” Most customers who take this course of action are simply looking for the company to own up to their mistakes, or what they may deem to be their mistakes.

From here you can address the situation from your own perspective. This is particularly useful if you were not in the wrong. Restating the course of events will not only put your own side of the argument out there, but may also cause the disgruntled bounce house customer to rethink the situation. Keep this brief, there is no need to rehash all of the details in this type of forum.

You may want to conclude your response with an offer to rectify the situation. This should be decided on a case by case basis. If the customer is simply never going to be happy this may be a waste of your time and energy. However, if there was a mistake on your part this will go a long way in creating good will, not only with this bounce house customer but also with others that may see the post.

Of course, there are exceptions to this. If the commenter is using offensive and inappropriate language any connections to this should be removed from your social media site immediately.

Remember, what you post on your commercial grade inflatable’s social media sites can be removed, but you should never post anything that will make yourself or your inflatable company look poorly. Often companies make this mistake and the damage can be done instantaneously with social media, as many folks could potentially see this right away. In these situations it is best to always take the higher road, maintaining a professional and respectful tone.