In the latest “Hard Facts” video from Potratz Advertising, vice president of account services Samantha Cunningham tackles the handling of customer concerns.

She points out how many companies recently have faced major scrutiny for poor handling of customer issues.

“How you treat customers is a reflection on how your business operates as a whole,” Cunningham says.

Cunningham delves into the world of customer reviews, noting a couple “musts” when analyzing and respond to positive and negative reviews:

  • Always respond to your customer’s feedback on social media.
  • Never delete bad feedback. Find and respond with a solution.

“And remember, online, a customer is always right, even if they are wrong,” Cunningham said.

Watch this week’s video for strategies for handling customer concerns online, and learn how to better manager the reputation or your business to avoid potential crisis.

Click here to see the latest “Hard Facts” video.