The world of social media marketing is extremely powerful and effective, especially for the growth of businesses. From different social platforms such as Facebook, Instagram, Snapchat, Twitter, and more, there are hundreds of ways to get your brand’s name out there. Although engaging in social media could boost traffic flow to your business, customer reviews and complaints can also potentially hurt it. In this post, Kayan Solutions, a social media advertising agency, is here to give you 4 helpful tips on how to properly respond to sour customers via social media.
Keeping Your Customers Satisfied
Nowadays, social platforms make it very easy for customers to review your products and services and write full descriptions. Let’s face it, there will always be an individual that is not satisfied enough with what you may be offering. Customer Dissatisfaction is something that you will need to deal with accordingly and professionally. Being attentive to your customers regardless if they are happy with your services or not makes you look good, and can keep business flowing in. Here are 4 useful tips to keep your cool and comfort customers who are not happy with your services:
- You should respond back publicly. Don’t be afraid to answer the unhappy customer back where everyone can see. Even if you think that your response back should be personal and kept in a private message, you should take the more risky route. This can actually benefit you and your business because you are showing that you care and listen to problems taking place. This allows for others to engage with you or the unhappy customer, and talk about it. If a potential client sees how sincere you are with the complaint made, they will take your business much more seriously. Public responses can help you more than hurt you.
- Feel free to engage with a sour customer, but limit yourself to only two responses. Replying twice will show that you are caring about what’s going on with their situation, but it is not necessary to reply more than two times. Doing so can lead to a conversation that may be unpleasant and unwanted. You can ask what happened and how you can help resolve the issue with the first response, and then apologize in the second. If more is needed to be said by you, the business owner, then it should be done via email or another source.
- Apologize always, even if you disagree with what the customer or client may be saying. Helping to make the situation more positive will always make your business look good. Maybe even offer a small discount, or free shipping on their next purchase, to show a token of appreciation. This can keep the client coming back in the future.
- Don’t ignore. That is the one mistake that many business owners make via social media platforms. Always answer, because a situation can get worse and more negative reviews can fall upon your business this way.
Lastly, feel free to ask for feedback from clients and customers. This can help your business in more ways than you can imagine, and customers LOVE giving feedback. It is also an opportunity to open engaging conversations with your customers, which can be a benefit for you.
Are you having a hard time managing your social media platforms on your own? Kayan Solutions, a social media advertising agency, can help boost traffic to your business and get your company more sales. Let us lead the way, and help give you successful campaigns. Call us today at (888) 886-1971 to schedule a free consultation.