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Angry Rosie

I saw an exchange on twitter recently, where an unhappy giveaway winner (let’s call them A) stated that they would not enter the giver’s (let’s call them B) giveaways again, because their prize hadn’t arrived 3 months after winning it.

B responded to the tweet, and from that there resulted a long (public) twitter conversation about the issue.

It made me uncomfortable, simply because I hate seeing people upset – and it got me thinking. How would I have responded?

Would I have continued the conversation publicly, or would I have taken it to DM or e-mail?

And – more to the point – this could just as easily have been an unhappy customer taking their displeasure public, as we have all no doubt done at once stage or another (I know I’m guilty of doing so, with big corporations, like Amazon and Australia Post). I think I’d keep an issue with a fellow individual business owner private… but perhaps I wouldn’t if I felt that they’d done something particularly reprehensible that I felt people needed to be warned about.

A benefit of dealing with it publicly is the fact that you are showing that you are right there, ready to deal with and hopefully solve any issues. If it ends up positively for both parties, then that’s a plus.

But what about when there is no hope of pleasing the unhappy party? Perhaps you really have made a monumental stuff-up, and no amount apologising etc. is going to cover it.

Is it best to just admit that yes, I’m human, and I’m so sorry for failing you?

Or do you think that these issues should be dealt with privately, between the customer and seller?

{image by basistka on flickr}