The most common response from a company to unfair criticism online by a disgruntled customer is to simply ignore it and hope that it will go away without costing them very much lost business.
That is not the way that Ryan Clark, co-founder and COO of Liberty Bottleworks based in Yakima, Washington responded to a customer who posted a rant all in caps on the company’s Facebook page. After reading the rant Clark felt the need to respond and so he did, with a holiday smack down.
The company describes itself on its Facebook page as: The ONLY metal water bottle made in the USA … of recycled material & totally recyclable! Of course, BPA Free inside & out.
Here is the rant, and Clark’s response, both of which have since been taken down from the Liberty Bottleworks Facebook page.
Far from seeing sales fall off the company was inundated with orders, so many that they have posted a thank you note on their Facebook page and asking that their customers remain patient with them because the flood of orders may cause them to take a little longer than usual to deliver them all.
Perhaps Mr. Clark has stumbled onto something here, maybe the best action for a company that is unfairly attacked is not to turn the other cheek, maybe it is better to respond calmly and rationally to the unfair attack in a way that other potential customers can see.