Social media has become an integral part of doing business online. With so many clients and consumers online, it’s easy for one upset customer to take a little problem and announce it to the world. If you don’t take the right steps to fix the problem, you may be doing irreparable damage to your company’s brand. Obviously, that’s bad for business.
It may surprise you to learn that in today’s interconnected world, deleting bad reviews and covering up mistakes is almost more noticeable than the original problems in the first place. With so many viewers in your internet audience, you just have to assume you’re constantly being watched and that all of the people watching you are in cahoots. Consumers on the internet are likely to relate to each other as corporate underdogs and it is astonishing what they can accomplish when they join forces. The best approach is to be honest and direct. If you, your company, or someone in your company made a mistake, the next step is to admit what happened and take responsibility for it. If someone writes a nasty comment on your Facebook page, insulting your company or services, you should add a comment apologizing for their sub-par experience and offer a solution to help fix it. Whether you’re addressing their issues in person or simply directing them to a customer service line, you’re showing everyone that your company handles problems in a mature and reliable way.
Social media is a 24/7 world. Ignoring problems and expecting them to go away is not an acceptable way to behave. Think of each situation not as a crisis, but as an opportunity to show off your customer service skills. For assistance with your company’s social media accounts, don’t be afraid to call us with any of your questions. We’d love to hear from you!