You and your business : Social Media
A checklist for dealing with social media feedback
As many of you know, having a social media presence for your business is vital – it’s a great way to communicate with your customers, engage with prospects, build your reputation and generate new leads. The popularity of social media shows no sign of slowing down and as a result, a large proportion of tradespeople are using it to grow their business and even position themselves as thought leaders within the industry.
Whilst social media can be a very valuable platform to showcase your work, attract new customers and grow your business, there may come a time when you’ll receive comments that you might not like. For those of you that are relatively new to social media, we’ve created a checklist to run through if you find yourself in a position where you need to respond to a negative interaction.
Whether posted from a personal or business account, it’s important to remember that everything you post online will be associated with your business. Never post in the heat of the moment and instead take some time to put together a considered response. If you see someone criticising a job you’ve done, it’s only natural to feel annoyed – especially if the comment is unwarranted. If someone is being rude or criticising you unfairly, don’t be drawn into an argument online – it’s not worth the potential of further negative comments. Instead, take a minute to collate your thoughts and reply calmly and politely. It might also be worth having someone else take a look at your response. They won’t be as close to the job and may be able to provide objective feedback.
Don’t ignore it
Whilst you need to keep your cool and refrain from replying with something which could spark further debate, it’s equally as important to ensure you don’t just ignore it. If someone makes a complaint about you or a particular job you’ve done, you need to make them feel like they’re being listened to. Responding in a calm and professional manner will more than likely resolve the issue and prevent any further messages that could affect your reputation.
Take it offline
If a complaint involves complex problems or serious grievances, sometimes it’s best to take the conversation off social media and away from the public spotlight. Politely respond, apologising if you’ve genuinely made a mistake and offer to deal with the problem via phone, email or private messages. This is not an attempt to silence the complaint, instead, it helps demonstrate that you take these things seriously and would rather try and resolve the issue properly.
Offer a solution
If a customer makes a complaint, they want a solution to their problem. Even if the comment seems unfair, try to see it from the customer’s point of view. Rather than dismissing the complaint, show the customer that you understand the issue and explain what you’re going to do to fix it. It won’t always be possible to sort out every problem but it’s important for your reputation that you do your best to offer a solution where possible.
Be open to constructive criticism
Although complaints about your business can be frustrating, sometimes they can be used to benefit you and your service offering. Take any constructive criticism on board and use it to make a positive change, where necessary. This will not only help you improve your service, but it should prevent the same complaints from coming up again.
By referring to this checklist, if a negative comment appears on social media you should be able to minimise further negative comments and prevent a small complaint from becoming a major problem. Dealing with a problem well can also be excellent PR for your business and turn a negative situation into a positive!
If you’re already online, why not follow us at @Eurocellplc on Twitter?