How to respond to rude customer complaints

Ever had someone angrily tweet about your service? Something like, “How much longer is my pizza going to take?!” Sure, it’s annoying, but what if I told you humor might be your secret weapon?

TL;DR 🎯

Got rude complaints on social media? Respond with humor! For example, “It might not be longer, but we’ll surely try to make it rounder.” Research shows this can boost purchase intentions and engagement. Who knew a joke could be so powerful?

Why humor works 🤔

1. Catches attention: Companies rarely respond with humor, so when they do, it stands out.
2. Positive perception: We enjoy non-aggressive humor. When companies handle rude complaints with a joke, it feels like a win for the little guy.
3. Increased engagement: Humorous replies get more likes, retweets, and shares, amplifying your brand’s visibility.

Supporting data 📊

Researchers conducted three experiments and found:

• Civil complaints: A polite apology increased purchase intentions by 38%.
• Rude complaints: A funny response increased purchase intentions by 18.3%, while an apology only boosted it by 8.9%.

What to watch out for ⚠️

• Public only: This trick only works for public complaints. For private messages, stick to sincere apologies and explanations.
• Be clever, not mean: Ensure your humor is funny and not offensive. If unsure, stick to a classic apology.
• Occasional use: This study looked at occasional humor. If your brand becomes known for constant jokes, the effect might change.

How to do it ✅

1. Assess the complaint: Determine if it’s rude or civil.
2. Craft your response:
   1. For civil complaints, a polite apology works best.
   2. For rude complaints, a clever joke can turn the tide.
3. Monitor & adjust: Keep an eye on engagement and purchase intentions. Adjust your strategy based on what works best for your audience.

Example: If someone tweets, “How long will it take for my order to arrive? It’s been ages!” You might respond with, “We’re working on a time machine, but until then, it’ll be just a bit longer.”

So, the next time you get a fiery complaint, consider a touch of humor. It might just make your brand more appealing and your customers more loyal.

Catch you next week with another marketing gem!

Want to learn more? 🤓

If you want to learn more about this topic, you can dig into the nerdy details in the original marketing study.

Quote of the week 💬

"Humor is a great way to get through the toughest of times, especially when those times involve customer complaints!"