7 Things That Frustrate Customers on Social Media

138/365 Frustrated.

138/365 Frustrated. (Photo credit: martinak15)

You know what frustrates me as a customer of social media? The same things that annoy your customers on social media. Here they are; feel free to channel your inner customer, nod your head and say “me too!” out loud.

  • Ignore me. I’m here, asking you a question or making a statement. If you choose to not answer, I’m likely to feel ignored. I don’t want to be ignored. I matter. Let me know I matter.
  • Make me wait. If I ask a question and you respond quickly with “let me check on that for you,” I’m happy. For now. But don’t make me wait days to answer my question. This may make me grouchy, unless expectations are set up front. Try to set those expectations or check in regularly with updatees. I want to know you haven’t forgotten me.
  • Request that I email you. Yep, I said it. It’s annoying. There are times that I know we need to take it offline. But not every time. And not in every case. If I ask you the address of your store, you can answer me online. I’m impressed anytime I ask a question and get a quick answer online that actually saves me time and effort.
  • Use unnatural language. We’re past that, right? Those scripted phrases from phone calls had their place in a more formal time; however we’re on social media now. Share your personality (within reason) and speak to me as if we’re chatting over a coffee.
  • Argue with me. Especially if I’m already worked up. You may feel that you have proved your point; however I’m still not happy. Better to acknowledge my feelings and understand that I may see things differently than you intended.
  • Go on and on and ON. I’m on social in the first place asking you to engage with me because I’m impatient. Try using journalism tricks to keep your answer clear, crisp and concise. I’m glad you are empathizing with me, but I’m driving/reading/watching TV/talking to my family and my attention is divided. Make it easy for me to understand what you’re saying.
  • Don’t try too hard. Yep, I went there. If I’m on social engaging you, I expect elite service. I want you to know who to reach out to. I want you to think creatively to solve my problem. In short, I want you to make something happen. If you can’t make something happen, I’m probably disappointed and talking bad about you (on social and in person).

Have your own pet peeves? Feel free to add them.

Advertisements