The Weather Channel Demonstrates How Not to Respond to a Complaint on Twitter
For brands, the moral of the story is that if you’re going to respond to a complaint on social media, do so with deference.
Dear @weatherchannel I SWEAR I'm deleting your aggravating app if you don't STOP SHOWING DALLAS pics for Fort Worth pic.twitter.com/Rx36gZoI2K— Councilm. Joel Burns (@JoelBurns) May 12, 2014
Sometimes Twitter campaigns get hijacked by detractors. Perhaps worse is when a brand representative responds poorly to an unhappy customer. Yes, the experts say you should respond to negative comments, but the response certainly shouldn’t be nasty or sarcastic.
Unfortunately, someone at The Weather Channel forgot their manners when responding to a customer complaint on Twitter.