A comment from a client changed how I handle social media callouts

Last year, a small business owner told me my tone in response to a customer complaint made things worse. They said I sounded defensive instead of listening. Now I always wait 30 minutes before replying to any public criticism, and it's cut down on follow up drama a ton. Anyone else tweak their approach after getting direct feedback like that?

2 comments

2 Comments

piperb9314d ago

I actually read something recently about how our brains go into fight or flight mode when we feel attacked online, and that's why we jump to defend ourselves before we even process what the other person is saying. That 30 minute rule makes so much sense because it gives your prefrontal cortex time to catch up with your lizard brain. I've been trying something similar after hearing a podcast about how the best customer service reps take a breath before responding to complaints. Taking that pause lets you actually hear the criticism instead of just reacting to the tone of the message. It feels a little forced at first but the results speak for themselves.

johnson.daniel14d ago

My first attempt at the 30 minute rule, I forgot about the argument entirely and came back thinking I had just been ignored. That was actually a win because I had time to realize I was wrong anyway. Did it work for you right away or did you have to retrain your brain a bit?