When things don't go your way, make the Internet your microphone by posting a complaint on the business's Facebook page or your Twitter feed.
"Companies have departments dedicated to surfing the Internet and making sure their brands are protected," says Sherry. Many firms have separate Twitter handles for help, such as @ComcastCares, @DeltaAssist, and @Zappos_Service. AT&T invites consumers to use Facebook and Twitter to reach the company, calling the service "social media customer care."
When Jonathan Whitbourne's dryer malfunctioned just six months after the warranty was up, he posted a complaint on Maytag's Facebook page. A rep responded within an hour. The result: The 37-year-old Norwalk, Conn., editorial director had to pay a $119 fee for the repair technician, but Maytag agreed to cover parts and labor beyond one hour. Based on other customer stories, he estimates that would have added up to $400.
As more consumers catch on, you may not be able to attract much attention via social media. But for now, keep this tool in your arsenal.
NEXT: Your solution may be better than the rep's
