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Have you talked to your Net Driven Customer Relationship Manager about our Reputation Management service? Our new feature of our Social Media Master Tech service ensures that your business is well represented across major social platforms. We take the weight of responding to your reviews--both negative and positive--off your shoulders, while keeping an eye on your business presence on Facebook, Twitter, Google My Business, and Yelp. Learn more from your CRM today!
Responding to Customer Feedback
Current and potential customers turn to social media for all of their customer service needs. They leave reviews on a company’s page to both endorse them and talk about their wonderful experience or to criticize and tell everyone about an unpleasant experience. Follow these tips to learn how to properly respond to your customers’ comments..
Respond as soon as possible
If a customer came into your shop or called you on the phone, you wouldn’t ignore them. The same goes for customers leaving comments on your social media pages. Always send a response to them and try to do it as soon as possible. Thank them for their feedback and if further information is needed, ask them to email you or call so you’re not discussing any important details where everyone else can read it.
Respond to all feedback - good and bad
While it may be tempting to ignore a customer who is enraged over something that is miniscule, take the time to reply to them. Thank them for telling you their concern and leave your phone number so they can call and help you to resolve the situation quickly.
When you receive a positive review, always thank your customer. A simple “thank you” shouldn’t be the extent of your comment. Use their name to give the comment a personal touch, let them know it was a pleasure to service them, and tell them that you are looking forward to the next time they come in.
Don’t delete reviews
Negative reviews happen, but don’t delete them. Deleting a review could cause a bigger problem later. The customer who left the review may continue to post negative comments to all your social media pages talking about their negative review being deleted. Your one complaint then turns into multiple issues. However, if the customer leaves a review with profane or offensive language, the comment can be reported and the user can become blocked from further commenting on your page.
Good customer service skills are a required basis for all businesses. Take the time to respond to your clientele appropriately and have then keep coming back to your shop every time.
Why should you boost your latest Facebook post?
Putting an advertisement out can be a tricky thing. Who’s going to see it? How do you know the correct person will find it? Organic traffic is hard to come by on Facebook as well as other social media platforms. When you boost your post, you get to choose your budget and target it to your average demographic. When you schedule a paid boost, your post appears more frequently in a user’s News Feed making a better chance for your current and potential customers to see and interact with your business. Boosted posts allow you to put your content in front of the right people.
Here are some additional resources:
3 Ways to Benefit from Paid Ads & Boosted Posts on Facebook
Social Media Toolbox: Give Your Facebook Content A Boost
Five Crucial Tips for a Successful Boost Post on Facebook
Celebrating a milestone within your company? Share the exciting news with your customers!
Last month, Childs Tire celebrated 50 years of business! For the month of September, Childs thanked their customers for their dedicated years of business with a coupon to save on their next purchase of tires.
Thanks to a Facebook boost campaign from the Net Driven social media team, this post reached over 1,500 people! Customers celebrated Childs Tire by liking, commenting, and sharing the post on their own pages.
Wondering how to use Facebook boost campaigns to connect with your customers? Talk to your Net Driven Customer Relationship Manager today to learn how our team can help you share services and celebrations, like this, with your customers.