Dealing with complainers and haters in social media can, of course, be tricky. What you need is a framework for how to do it right. You may notice that I didn’t include “be fast” as a specific component. This is because it is axiomatic.
Today, nearly 40% of all social media complainers who expect a response, expect that response to arrive within 60 minutes, according to the research I conducted for Hug Your Haters. Yet, the average length of time for businesses to actually respond is five hours. Closing that gap is critical, and should be a focus for any legitimate social media customer service program.
