Moderating Anger

This week’s lesson in moderation can be very easily coupled with the lesson in reputation management. Both have a similar outcome, which is to respond to, and if necessary delete, comments from angry consumers in a timely manner that will hopefully resolve the issue. For this assignment, I am acting as a moderator for a fast food chain and a mainstream news network and I will be dealing with angry comments left on their social media pages. These are not real examples and are not directed towards any specific companies or people.

To a fast food chain:

“I am disgusted about the state of your store on 1467 Justin Kings Way. The counter was smeared in what looked like grease and the tables were full of trash and remains of meals. It makes me wonder what the state of your kitchen is?!!! Gross.”

My response:

“Thank you for informing me of this situation, someone will look into it. I can assure you that this restaurant tries its very best to keep up with health codes and keep our appearance as clean as possible. This includes the kitchen and the dining area. If what you are saying turns out to be true, I apologize behalf of the restaurant that you had to experience that. You may have noticed the trash when our staff was unable to clean up the tables right away. Our cashiers may have been putting in orders or assisting other customers and didn’t have a chance to clean the counter at the time that you entered. Regardless, thank you for the input and we will strive to do better in the future.”

To a mainstream news network (let us assume the reporting was balanced, with equal time to both sides):

“Your reporting on the Middle East is biased in the extreme. You gave almost all your air time to spokespeople for the Israelis last night and there was no right to reply for the Palestinians. The conflict upsets me so much and your reporting of it, saddens me even more and makes me f**king furious.”

My response:

I would have to remove this comment from the page because of the obscene/profane language used. However, I would try to message the user privately to explain why the comment needed to be removed. If the user still wanted to complain about the report, I would listen and try to prove that all of the reporting on the network is balanced in a very calm way. However, I feel that the user would not want to continue communication with me or the organization once the comment was removed. The most important thing is removing the comment so very few audience members, if any, would see it. Any other correspondence depends on how the user reacts to the comment being removed.