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The Facebook Whiney Customer Phenomenon

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People are weird.  And some people just love to complain.  Thanks to the explosion of social media & brands using the likes of Facebook to try and make a sale, the axe grinding has never been more public.  And it can get strange.

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Top photo credit: memekode

Comments

  3. Blocking the names is a nice gesture, but in fairness to Joe, these customers are airing out their complaints in a public forum. Joe is simply re-posting them.

    There’s little compromise on anybody’s privacy, last names blocked out or not.

  4. Yup, I agree. Anything out on the internets is fair game really. No one should really expect anything they post to be absolutely private these days.

  5. All better? And if you were really concerned with protecting someone’s anonymity, y’know… you could have emailed me instead of drawing attention to it in the comments.

  6. People have always complained, it’s just that now you KNOW when they complain. Anybody that’s ever worked in customer service knows how much it sucks….

  9. Sorry if I offended you there. And nope, I wasn’t really concerned with protecting someone’s anonymity. I just found it amusing that despite good intentions and attempt to protect these individuals, something sneaks through, cuz… that’s the internet. NO ONE’S SAFE! bwahaha! Anyway, feel free to give me one of these 8==>

  12. That’s all good. Why be normal …. Joe, was that your post regarding the Christmas sale?

  13. Any company that’s at least semi-well-run does not view these sorts of things as “whiney customers”. You really don’t want people to have a bad experience, but if they do, you’d much rather they tell you about it. Complaints are one of the best ways to hear from your customers what they don’t like, what’s not working, what you need to improve. You can see that returns are very high on a particular item, but without complaints, you don’t know why, what needs to be done to it to fix it.

    Discouraging customers from complaining, and encouraging companies to write off complaints as “whiners”, does a big disservice.

  14. OR… these customers are attention whores who instead of calling customer service about an issue, drop some snarky disapproval of a brand’s overall direction or a specific one store incident on Facebook, in an attempt to make themselves feel more powerful. The customer is not always right. Sometimes, the customer is just weird.

  15. Agreed. I’m guessing that most of these comments would never be made to someone face-to-face or over the phone on a customer service line since the people leaving them would be too embarrassed by how petty their being. Online, without the direct response, gives them the ability to bitch and not get called out for being unreasonable!