liberty-response-hed-2013_0It’s so easy (and usually consequence-free) for a dissatisfied customer to hurl a sputtering rant at a company via social media, a few simple facts are often forgotten: 1. There are exceptions to the rule that the “customer is always right”; 2. There are often real human beings who run and monitor those social media pages and who are on the receiving end of such rants; 3. Said human beings have fingers, can type, and are fully capable of responding to tirades; And 4. A skewering review by a customer is not necessarily always bad PR for a company.

Take, for example, a recent Facebook interaction between a disgruntled customer and small Washington-based business Liberty Bottleworks — this back-and-forth took the stereotypical image of a soulless company stepping all over a little customer and flipped it on its head, proving that sometimes the customer is the bully, while the company is the one valiantly sticking up for the little guy (its employees) and good, old-fashioned values.

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