There is a way to respond to customer's complaints and one way to blaming the customer on social media, especially when it is well documented that there are problems with aspects of the organization. When you are offering a service or product it is up to the business to calmly correct the issue that the customer is having either if the item is out of stock or long wait times when calling in to reach a representative.
One such example is with Kylie Cosmetics, it has recently made the news due to the business receiving a "F" grade on the Better Business Bureau site, being the face of the company Kylie Jenner (yes of Kardashian fame) responded is what gave it more attention. Now before chuckling yourself to the point you pee on yourself, please note she is only 18 and therefore does not have the experience nor degree to run a business efficiently.
As shown by her response, "people coming for my business.." shows a lack of business acumen that her age belies, she is obviously not in charge of the company and most likely those around helped put the company together for her (Lodi, 2016). So saying she is responsible for the "F" grade is entirely is unwarranted, even I cannot believe I am saying it, but the blame lies on those around her and running the daily operations. They should have been the ones giving her a script or prepping her response to the failing grade with the BBB.
However, we have seen others who have been in business longer, who are so called "wiser" and way older than Ms. Jenner, do similar type mistakes. Take for example Microsoft's push of the Windows 10 operating system, Bill Gate's company is steadily pushing out the OP regardless of the fact that many businesses and private owners of PCs worldwide do not want the system in this case, the message is clear and worse than anything Ms. Jenner could say about "people coming" for her business. The average Microsoft OP like Windows 7 or Windows 8 is constantly alerting the operator to upgrade to Windows 10, is in some cases even sneaking in the upload in their update alerts (Williams, 2016).
Meaning that the business knows that its customers do not want the new OP, as many have sounded off on the web about it, and it needs to use shady tactics to push its product upon those who do not submit. As one of these customers I have thought about moving all my files to an Apple device plus I am keeping my old PCs that run Windows 7 and Vista as a result. I do not plan to update to Windows 10 not because the OP is not as user-friendly as I would like but because of Microsoft's response. That response to its customers like myself is that they do not care to make a product that I am comfortable using they want me to merely submit to compliance something that as a consumer and a student of Organization Development is not acceptable.
Please note that I actually did buy and returned it to the manufacturer Hewlett Packard it was because there were issues with the sound so I contacted the manufacturer and they said it was the operating system and to contact Microsoft. I contacted Microsoft and they stated it was the manufacturer however a google search shows that Microsoft knows about the issue and has solutions to fix the problem on its site. Therefore, yes it is a problem with Windows 10 again there was a way to respond yet the company totally sent me off. Now you add this to Microsoft's continuous push of Windows 10 there is obviously a better way to respond to its customers wishes to maintain their loyalty and even cultivate their business for the future.
In both instances, these responses do not endear either company to its customers nor its "haters" and could be an additional reason for any loss in its business that may occur. All organizations must be wary of how they respond to customer issues and complaints otherwise not only will their business will suffer their reputation will as well, which is worse? Only time will tell.
Lodi, Marie (2016) "Kylie Jenner has responded to her business’ failing grade" Hello Giggles July 7, 2016
https://www.yahoo.com/style/kylie-jenner-responded-her-business-200747149.html
Williams, Wayne (2016) "Microsoft hits a new low -- sneaks Windows 10 advertising into an Internet Explorer security patch" Betanews.com March 3, 2016 http://betanews.com/2016/03/09/windows-10-advertising-in-ie-security-patch/
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