When DBS CEO Tan Su Shan answered a customer’s tweet from a flight, she acknowledged a complaint, apologized for the service lapse, and invited the customer to contact her to resolve the issue. Her response, concise with only two sentences, indicated three things: human touch, immediate escalation, and a next step. Consultants can replicate this format as a model for any LinkedIn post that indicates a problem rather than a buying intent.
What’s a smart way to turn a public complaint into a quick LinkedIn comment?
Look for a problem signal in the post. These are phrases like “not working,” “delay,” or “issue” that indicate a problem. Format your response with these three components:
Acknowledge the issue. Apologize briefly and express empathy. Invite them to take the conversation to a DMs to resolve it.
For instance, “I’m sorry you’re having this delay. I have let the tech team know and will reach out directly to help resolve it.”
What types of LinkedIn posts show a problem signal?
If a post mentions something not working, a delivery delay, or a customer service problem, respond using the ownership template. If they are asking for pricing, features, or a demo, it’s a buying intent cue. Consider a simple acknowledgment of the post and a link to a relevant resource or DM invitation.
Per regulators like the OCC, FDIC, and CFPB, note that all senior executives must have all public replies vetted and logged. While Tan Su Shan was able to reply quickly, it adhered to DBS’s escalation process to ensure the issue was routed appropriately.
What are practical tips I can implement today for better LinkedIn engagement?
Set a weekly LinkedIn review. Look for posts that show a problem signal. Craft a comment using the ownership template for relevant posts. Log your engagement in your CRM or spreadsheet, noting the post, your comment, and any desired follow-ups. Follow up in DMs if the poster responds or if you receive a DM.
By writing a public comment to acknowledge a complaint, you’ve shown you own it and are responsive. Follow this executive example while being mindful of regulatory boundaries. Use this workflow to improve your presence on LinkedIn and turn problems into opportunities for engagement.
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