Recently, in our local social media scene, we watched a local business get burned in a most glorious fashion when trying to go to battle with a customer who left a negative Facebook review. Not only did the business embarrass themselves, they inadvertently recruited a legion of opponents and lost scores of existing and potential customers. No business owner wants to end up in that situation, and it can be easily avoided by following these five simple steps:
1. Own your shit.
Even if you truly have done no wrong, owning the fact that you didn’t come thru in your customers eyes is important. It will validate their experience, and show other potential customers that you actually care about how each person experiences your business. Showing your customer you are willing to own a mistake and at least try to make it right will earn you some legit street cred.
2. Stay humble. Don’t get defensive.
Nobody cares how right you think you are, all they will see is how defensive you have become. Once you go on the defense, you’re typically on a one way path of escalating conflict and pitting yourself against a customer. You will only end up looking like the bad guy. It’s best to swallow your pride and take the high road.
3. Offer a solution.
Here is a chance to both market yourself, save some face and do the right thing. Offer up a solution in the form of solving the issue, providing compensation, or comping their next experience. This is a great way to convert an unhappy customer to a happy one, allow you the chance to create a positive experience on the second try, and maybe even recruit a word-of-mouth evangelist for your business.
4. Take the conversation offline.
Keeping a conversation online does little but create more opportunity to make a mistake and look bad. Besides, the more things carry on online, the more likely you are to get trapped in a defensive roll and escalate into a conflict state. Taking things offline. Make a phone call or schedule an in person visit. This helps to diffuse any simmering animosity as having a voice conversation or in person conversation humanizes the whole thing, making it unlikely anyone will stay hostile and angry.
5. Keep it super simple. (K.I.S.S.)
Long winded responses are not what anyone but an internet troll is trying to get out of you, and when you give one, you might just be feeding the troll. Keep your response short, concise and with a definitive goal of finding a resolution to mitigate the opportunity for escalation. You’ll also save everyone involved a ton of time.
So, when you get one of those stinging one star reviews that gets under your skin and makes you want to lash out – don’t. Take a deep breath, walk away for a few moments, and when you come back to it, follow these five steps, knowing that everything will be okay. You can do it the right way. And if you need a little help, thats where an agency like ours is only a phone call or email away.
For years we viewed social media platforms as somewhat "personal" and as a business owner, you've always stuck with marketing platforms that you believe are more "professional”. However, social media cannot be avoided any longer. No matter how much you try to deny it, the truth is: we are in the golden years of social revolution - and you can't afford to miss out. Social media is here whether you like it or not. The thing that you should consider now is how you can use it to your advantage.
If you have been living offline, or perhaps your business really is brand new, you're probably itching to ask: Where do I begin?
To help you out, we'll discuss some of the basics of social media that you should learn and understand as a business owner.
First of all, social media is not traditional advertising.
Here are some factors that you need to consider before you get involved in social media as a business:
* You should humanize your brand. Show your brand's personality to people. This is the perfect platform for you to show everyone what you're all about. Your brand should be known for a certain characteristic - are you witty, funny, inspirational? Be creative but be consistent too.
* You have to be here for the long haul. It's not something that you just do in one weekend. It's an endless responsibility. But that's just as well because it also delivers endless opportunities for you and your brand.
* Be open and, more importantly, be honest with what you share. People are in social media to connect, to find support, to find people with the same ideals and interests. You should be open to providing advice, especially about your industry. Be as honest as you can when giving your opinion as well.
Social Media Platforms to Choose From
Facebook, Twitter, Instagram, Google+, Linkedin - there is a social network for every type of audience. What you need to know is where your customers are. This would require some research. Do not just guess. You don't want to waste your social marketing efforts on a platform if your target audience is not going to be there to witness those efforts. Choose networks that will allow you to reach and gain potential customers. Know where your people hang out and once you do, it's time to make your appearance on those popular spots.
Social Media Offers Equal Opportunity
Unlike television ads or billboards where only big brands with big budgets can get their prime spots, everyone is on equal ground in social media. It doesn't matter if you're a multinational corporation selling a household-name cookies or a small-town bakeshop who wants to tell the world about your amazing cupcakes. In social media, you can reach the audience you want whenever and wherever they may be. It doesn’t even cost much!
Social media has, indeed, become one of the best tools for businesses big and small. And there's no reason for you to miss out on an opportunity to grow your business by establishing an awesome digital presence! Sure it can be overwhelming at first, but trust us, everything is going to be fine. The good news is you don't have to do it all on your own. You can contact Danger Dynamite and we can help you start and maintain your social media platforms to make sure that you're reaching the right audience when you need to reach them. Let's talk strategy!