A short video by Molly McPherson offering a customer service/crisis-management tip: when customers lash out online (Facebook, Reddit, TikTok), their behavior is a symptom of an underlying organizational problem rather than the root cause. She emphasizes investigating internal systems, especially during stressful periods like December and during COVID, and treating complaints as gifts that reveal gaps.
Chapters
I am sharing a one take deep cut customer service tip provided by a crisis manager because I have been living this issue for two weeks straight and this is Molly Covid Edition. Day seven Crisis waits for no Covid if you have a customer who is lashing out on you on Facebook, Reddit, a viral TikTok video, no matter what it is, if they are lashing out, they are not the problem. They are the symptom to a problem that you have in your organization or your business. I've been dealing with so many client crises while I'm watching other things blow up online and they're all the same. My job is not to pile on the person. My job is to delicately share with you that that person, no matter how extreme or obnoxious or destructive or threatening their behavior is, they're the symptom. You have to put them aside and you have to look at your own system to identify the problem. And December is a million times worse because money is tighter, patience thinner, and people are just feeling the stress. And also so many people feel like the world is basically falling apart too, because there's no human decency anywhere, it seems like. And people are scared too. People get up every day scared. So think about that. When you're upset about people who are coming at you, look at that as a gift because they are telling you a problem or a gap in your business. Okay, there's a little insight for my business, Molly with COVID out.
