SOCIAL MEDIA + YOU

When you receive negative feedback on Twitter (especially as a company) how do you handle the situation?

Today, on my personal account, I noticed @ampm was promoted on Twitter. So I said this:

It was probably rude, but I said it and there was no point in deleting the comment. Shortly after I received this response:

At first I thought they were being condescending, but then I realized this was a great response. Rather than ignoring me, or saying something rude back, they responded to my negative comments and even gave me a #smiles.

I felt bad and said:

And they quickly replied:

My day continues and I randomly receive this tweet:

In a few short tweets, they not only convinced me they were cool, they even offered me something for a discount. I’ll admit, I frequent ampm for gas and now I’ll probably use that coupon and maybe even follow them on Twitter. They modeled good social media practices, and really prove the power of social media in regards to company and customer relations. Your Twitter account can have an impact (good and bad), make sure you use it wisely.

How do you respond to negativity on Twitter?