Responding to Consumers on Social Media

It’s vital to respond to posts, tweets, questions, etc., on social media, but there’s a right way to handle responding. It’s important to be present for your customers. You certainly do not want to be a ghost on your social media accounts. Below, we explore the right versus wrong ways to respond.

ivanpw / Foter / CC BY
  1. Wrong: Do not acknowledge a mistake a customer brings to your attention via social media. Right: No matter how small the mistake, always acknowledge a mistake and apologize promptly.
  2. Wrong: Listen but don’t respond. Being a ghost and not responding to customers is not a good reflection on your company/brand. Right: It’s important to respond to both positive and negative posts.
  3. Wrong: Respond to everyone with a generic message so everything is consistent. Right: Craft responses that can be personalized to handle different types of comments.
  4. Wrong: If there’s an issue, don’t ask for personal information such as an email address or phone number when responding. Right: Ask the customer to email you (be sure to provide an email address that will go directly to you and not a generic email response center). This also ensures the conversation will be handled privately and not online.
  5. Wrong: Take your time to respond to followers. Right: Ensure someone at your company responds to posts in a timely manner and directs the posts to the appropriate person if there’s a question or issue.

Social media managers, do you have any additional tips to share? Comment below.

Photo credit: ivanpw / Foter / CC BY


Cohen Feeley Altemose & Rambo Takes Time For Lehigh Valley Big Brothers Big Sisters Event

BETHLEHEM, Pa., March 4, 2014 – Cohen Feeley Altemose & Rambo, a Lehigh Valley personal injury and commercial litigation law firm, was an event sponsor for Bowl for Kids’ Sake on Sunday, March 2, 2014. The annual event is hosted by Big Brothers, Big Sisters of the Lehigh Valley and was held from 9 a.m to 4 p.m. at the AMF Parkway Lanes in Allentown.

The law firm received a Corporate Sponsor Award for making a $1,000 donation to the event. Employees of the firm volunteered their time to participate and bowl for the children. Cohen, Feeley, Altemose & Rambo has supported Big Brothers, Big Sisters of the Lehigh Valley for more than 20 years.

Cohen Feeley, Altemose & Rambo is a personal injury and commercial litigation law firm serving the needs of those in the Lehigh Valley and beyond for more than 30 years. Cohen, Feeley Altemose & Rambo has offices in Bethlehem and Allentown, Pa. For more information, please visit