Were you aware that social media has five times the impact of traditional word-of-mouth? More and more customers are becoming increasingly outspoken about the experiences they are having with businesses. In the past, they may have told a few friends, family members or business associates. Now, they broadcast their “likes” and dislikes all over the web. From blog and social media posts to on-line reviews, these customers are telling their story about your business. This means you must be engaged in new technology to manage their on-line communications.
So, how should you handle situations when your customer communicates to you through your social media pages or in an on-line review?
First, and foremost, have a plan of action for dealing with negative reviews online. The worst thing you could do for your repair shop is ignore something that is posted about your company online, whether it’s good or bad. After that:
- Make sure you are actively managing your social media accounts. If you don’t have the time, hire a professional to handle it for you.
- Set up a Google Alert to notifiy you when someone posts online about your shop. Go to: http://www.google.com/alerts?hl=en
- If the person is complaining about your services, take immediate action. Acknowledge their on-line complaint and ask them to call you directly so you can quickly correct the situation.
- When someone says something nice about you, thank him or her. Let them know how much you appreciate the kind words.
Everything we do should be about truly serving the customer and providing them with an experience that is positive. Loyal customer, employee and vendor relationships should never be taken lightly. When you let people know you value them and their input, they’ll feel free to tell you how you’re doing in a way that is constructive, not destructive.
Need help incorporating new marketing technology into your shop’s marketing plan? Want some assistance and training in how to effectively communicate with your employees and customers? Our marketing and training professionals understand the importance of creating positive brand experiences. Click here to schedule a FREE, NO-OBLIGATION 30-Minute Marketing Review with one of our marketing professionals.