Complaints on Twitter

How do you handle complaints about your company on Twitter? I just read a pretty sensible post about this at

In summary:

  • Respond quickly
  • Consider responding from your personal (rather than company) account
  • Respond outside of Twitter if 140 characters won’t do
  • Consider having a support respond for you
  • Let it go when there is no productive way to respond

I am interested to know what your policy is for handling complaints via twitter. How do you find them and what do you do?