There are many social channels customers can use to interact with your business on social media. As a business you need to be prepared for the positive and negative reviews as well as the communication with clients through social media.
There are many ways social media is highlighting business response rate and customer satisfaction through reviews and responsiveness to comments. This could help or hurt your company if you are not willing to respond to customers' feedback. Implement a strategy for both positive and negative feedback so your company is prepared.
Things to consider when responding to customer’s feedback:
Put yourself in the customer’s shoes. They spent their hard earned cash on what you were providing, and they were disappointed by the outcome. It is important to truly listen to what the upset customer has to say before making excuses or becoming defensive. Most of the time, the customer only wants someone to listen to their frustrations, and once they realize that the company is listening, they will create a connection and take a step back.
Here's a Tip: Have the initial response posted to the channel the customer decided to post their feedback. If the conversation needs to be taken offline because it results in multiple back and forth messages, then a phone call or private message is appropriate.
Example: “Thank you for your feedback. We apologize that we didn’t meet your expectations but would love to have a conversation to see how we can help correct the issue. If you would please message us or call us at xxx-xxx-xxxx.”
Social marketing is Social
The purpose of social media is to connect with other people! If your company is using social media, you need to be ready and willing to connect with customers and potential customers. This includes both positive and negative feedback. You want to show people that your company cares what they have to say.
Here's a Tip: Showcase the positive reviews! If you have a comment that you are proud of then share that with your followers. Thank the customer for their nice feedback.
Example: “Thank you for sharing your experience with us! We look forward to serving you again in the future.”
If your company receives a bad review, the worst thing you can do is ignore the comment. This not only hurts future customers who are looking at reviews, but it can hurt repeat business. Another poor practice is responding too late. Make sure you have a strategy to check your social channels for reviews at least weekly.
Here's a Tip: Do your best to respond to a negative review in a timely manner! It will make all the difference.
Being able to respond like a pro could save you from a social media disaster. As a company, develop a strategy for positive and negative feedback through social media. If you need help with your social media strategy please contact us today!
How do you handle negative feedback? Comment below.