As your social media following grows, your various platforms will generate leads. The engaging and valuable content you share online will pique their interest, prompting them to learn more about your products and services. Social media communication differs from oral communication because you can’t gauge clients’ emotions through their voices. It also differs from email communication, as it’s typically more formal and less direct. A staggering 82% of adults in the United States admit to consulting online customer reviews before making their initial purchase, with 40% stating that they always or almost always rely on reviews when buying products online. This highlights the significant role that reviews play in shaping consumer decisions. Here are some key tips to remember when engaging with customers publicly or privately on social media:
Utilizing the Proper Tone on Social Media:
In the digital era, the age-old adage “the customer is always right” holds truer than ever. A single unsatisfactory Direct Message (DM) can go viral and damage a company’s reputation irreparably. Once something is posted online, it becomes nearly impossible to remove it completely. Even if you delete a post, there’s no telling how many people have screenshotted, copied, and shared it, ready to use it against you in the future. To mitigate these risks, keeping social media interactions concise and swiftly transitioning conversations away from the public eye is crucial.
Do’s and Don’ts when engaging with Social Media:
It’s crucial to consistently follow up with your customers to ensure you have effectively addressed their questions or concerns. This demonstrates your commitment to retaining them as valued customers and your genuine concern for their needs. Moreover, it conveys your genuine interest in engaging with them and fostering meaningful interactions.
Prepare a template for various scenarios to enhance response time while investigating issues. Having a pre-determined response for predictable problems like late arrivals, damaged items, or incorrect shipments allows you to acknowledge the customer promptly and gain additional time to find a resolution. This approach ensures efficient communication while ensuring that the problem is addressed effectively.
Empathy is crucial. We’ve all experienced poor service at some point, so it’s important to understand how a customer might feel. When customers come to complain, they often share the backstory of why the product they ordered is important and how its delay or defects have affected them. If you encounter a customer like this, try putting yourself in their shoes and consider what you would want to hear to feel better about the situation.
It is crucial to always respect a customer, particularly if they have repeatedly attempted to contact you. Ignoring them may only motivate them to share negative reviews about your business, which could discourage potential clients. If multiple customers find themselves in similar situations and unite, it could harm your online reputation.
It is important to avoid becoming emotional or overly prideful when dealing with customers. While it is true that customers can sometimes be misinformed or even wrong, it is crucial to remember that a business relies on satisfied customers to thrive. Just one dissatisfied customer has the potential to tarnish the reputation of the entire business. Therefore, setting aside personal pride or anger and genuinely addressing a customer’s frustrations is essential. This is particularly important when engaging with customers publicly, outside of direct messages.
It is advisable to refrain from directly contradicting or engaging in back-and-forth customer exchanges, particularly on public platforms like social media. Engaging in such interactions often leads to a negative perception of the brand, even if the brand is technically correct. Customers tend to side with each other, especially if they have had similar experiences. Mistakes are bound to happen; they are an inherent part of life. Occasionally, customers may accuse you of actions beyond your control. This is why it is crucial to maintain detailed records and documentation to present to customers in case they need clarification. With this evidence, if a customer attempts to damage your reputation, you can publicly share the facts to demonstrate the honesty and integrity of your business. While an angry customer may persist in arguing, they will ultimately lose a battle against reason and logic.
Why the AD Leaf?
We specialize in developing comprehensive social media strategies that boost your online visibility and drive traffic to your website. Our dedicated team collaborates with you to identify your target audience and create engaging content tailored to their interests. We also assist in monitoring and responding to customer feedback, ensuring meaningful engagement with your audience.
Our Social Media Marketing Services are flexible and scalable, catering to businesses of all sizes and budgets. Whether you’re just starting or aiming to elevate your social media presence, we’re here to help you succeed. Don’t hesitate! Get in touch with The AD Leaf ® today to discover more about our social media marketing services and how we can propel your online business growth. Call us at 321-255-0900 or visit our website to schedule an appointment.