Venting on Social Media? Do It Right

Whenever I board an airplane these days, I anticipate a pleasant experience. But when something occasionally goes awry and I have an unpleasant experience, I don’t hesitate to let someone know about it.

A couple of weeks ago, for example, while I was en route to New Orleans, I wanted to get some work done but was unable to access my Gogo inflight entertainment account. I turned to Twitter and shared my frustrations with the company account (@Gogo) — and got a speedy response from an agent named Grace. Not only did she resolve my issue, she issued a complete refund within 24 hours.

Related: Social Media is Not Your Friend

Complaining on social media can either work in your favor or it can wreak havoc, depending on how you handle the situation. That’s why it’s wise to observe the following rules before you fire off an angry missive:

1.) Make sure you’ve got a legitimate complaint.
It’s one thing if you ate a meal at restaurant and got sick. It’s another if you had to wait 45 minutes for a table. You can still post a Yelp review, if you like. But that doesn’t mean the restaurant owes you a refund. Sometimes an apology is all that is needed. Before you share your complaint with everyone in cyberspace, try contacting the restaurant manager directly and see if you get results. Sometimes a phone conversation is all that is necessary to alleviate your problem.

2.) Don’t bore your friends.
Most people love reading good news, not bad news. That’s why it’s wise not to subject your friends and followers to your ill feelings. Your personal pages should be reserved for posts that are informative, enlightening, or entertaining. Don’t bring people down — they won’t read what you have to say if it’s too depressing and they may even un-friend or stop following you.

Ranting can sometimes provoke ranting in return.

3.) Take your complaint to the right place.
Before the internet, people wrote actual letters to companies or called the toll-free number. Now, you’re better off skipping that step and going straight to social media to share your experience. Many companies have Facebook and Twitter pages — so if you have a legitimate complaint, go there first. You might also try the company’s website. There you will find the names of those in charge of various departments and their contact information. Tailor your message to a specific person for faster results.

4.) Do it sooner rather than later.
Timeliness is everything. If possible, share your comment within 24 hours of the incident. If you wait, the complaint may lose its impact and effectiveness and get lost in that proverbial black hole of other complaints.

5.) Kill ‘ em with kindness.
As the saying goes, “You can catch more flies with honey than with vinegar.” That said, be as brief, tactful, and diplomatic as possible. If you call the company by phone and reach a representative, use his or her name. For example, “Hello Patricia, I hope you can help me with this issue.” This puts the other person in an offense position, as opposed to a defense position.

Related: I’m Depressed — My Social Media Post Said So

Avoid foul language or threats. You’re going to get better results if you’re nice about it. Besides, ranting can sometimes provoke ranting in return. Remember, the person with whom you are speaking is not responsible for your problem, so be patient and treat this person kindly and you may get more than you think you deserve.

6.) Spread some love, too.
Why complain for the sake of complaining? There’s already so much negativity in the world — most people are quick to share only their bad experiences. Be the change you want to see in the world and be generous with praise whenever you can. If someone exceeds your expectations, let others (and the company) know about it. As metaphysical as it may sound, what goes around comes around and you’ll feel better for being positive.

Jacqueline Whitmore is an international etiquette expert, a bestselling author, and the founder of The Protocol School of Palm Beach.