Ep 246: How to Respond to Angry Customers on Social Media

Most organizations prepare for system changes with FAQs and talking points. When Honor Credit Union switched its core banking platform overnight, 110,000 members woke up to something unfamiliar, and some of them were not happy about it.Jen Wagner and her social media team responded to nearly a thousand comments over two weeks. Not with scripted replies or copy-paste answers. With real people, talking to members like humans. The result was so striking that Honor's social team became the first-ever recipient of Humanergy's Green Path Award.In this episode of the Humanergy Leadership Podcast, David Wheatley talks with Jen about what actually made it work, months of preparation, a clear response framework, the mindset shift that kept the team energized, and why empathy is a practice, not a personality trait. If your team is heading into any kind of major change, this one's worth your time.Topics covered:How Honor's team prepared for and responded to a major core banking conversionThe three-step response structure that kept communication caring, honest, and directWhat it looks like to hire for empathy and then build systems around itWhy the most frustrating comments were actually the most valuableHumanergy is a leadership development company that helps teams do the hard work of leading well. Visit humanergy.com to learn more.Learn more about Humanergy's work: https://www.humanergy.comJoin the Humanergy community on LinkedIn.Sign up for our FREE leadership workshops.