It is the time for giving and sharing. And in keeping with that theme, I am going to share with you today the No 1 Rule that I use every day…in business and in social media. It is a simple tip or rule that, when applied, will answer many of your questions about customer relationships, business building online and social media strategy.
It is just as important to the owner of a bricks-and-mortar business as it is to a social media manager, franchisee owner, online entrepreneur or the CEO of a Fortune 500 Company.The Rule is simple. There are no bells and whistles. No techy jargon. No new-fangled language. No tricks out of a box that you have to pay $497 per month to access after first watching 5 sales videos. It is easy to remember and simple to apply. Here it is:
Do as you would if the person were actually standing in front of you.
That's it. It works every time and it is easy to remember. Let's try it on for size with some examples:
Last week I met with one of the partners in a major Australian Company along with one of their marketing team. We were discussing how to handle online complaints on social media, and in particular, complaints on the wall of a Facebook Business Page. My answer: Do as you would if the person were actually standing in front of you.
Let's take a look at it. A client, fan or customer has complained on your Wall. If you were standing before them in real life, would you hit the delete button and ignore them? I sincerely hope not. Customers want to be heard. No matter what medium you are working in, listen to them. Address their concerns. And most of all, try to work out a solution that makes everyone happy..especially your customer.
Two Days ago, I was training a team of 5 from a local, growing business on engagement strategies, and the conversation took a tangent. It turned to the issue of whether to “engage” in discussion with someone making a complaint if the conversation is “public” on social media platforms. My answer to their query was this: Do as you would if the person were actually standing in front of you.
One of the team members in the group suggested the brilliant analogy of a “reception area or waiting room in a busy practice”. An excellent example. Would you ignore the person standing at the desk raising a concern just because there are other people in the room? Or would you show the person (and the others in the reception area) that you care about feedback from your customers and clients. Handling complaints or customer queries online in a positive way can turn a potential backlash to a positive, word-of-mouth-on-steroids viral review of your company as being social, responsible and willing to engage with clients… and willing to LISTEN! Shutting down the voice of the public can be like shutting down an excellent marketing opportunity.
Yesterday while online, I saw a number of examples online of businesses completely ignoring comments made by their fans on their Facebook wall. Not negative comments. Not complaints. But really nice, complimentary comments. The fan was literally calling out “Talk to me. Play with me”. Would you completely ignore a person after they start a conversation with you in real life, turn your back to them and walk away?”. Of course not (well, I hope not!). My advice again: Do as you would if the person were actually standing in front of you.
Always respond. If someone takes the time to interact with you via your Twitter Feed or your Facebook Page, respond. Say hi. Answer their question. Share in what they are bragging about. Take the time to listen. I have a rule on my pages – Let no comment go unresponded to. Have the last word. Literally. You get my drift?
And why should you listen to anything that I am saying? Because, put simply, your business will benefit greatly. Your online and offline relationships with customers will benefit greatly. And most importantly because it will help you to comply with my No 2 (but lesser known) Rule of Social Media:
“The customer with a Facebook or Twitter account and a Smartphone in his pocket is absolutely, positively right”
Just sayin'.
Have a Fabulous Festive Season – I hope you take my gift, run with it and apply it in all of your conversations in 2012. Merry Christmas!
Do you agree? Do you live by the same rules as me? What great tips do you have for providing exceptional customer service?
Donna Moritz
