We all know the old phrase. Satisfied customers tell three friends, if they’re disappointed they’ll tell even more. With blogs, social media sites, product-review pages, and more, the number of ears and eyes learning about our businesses is skyrocketing. How do we manage our reputation once someone hits the social media soapbox? It’s not as tricky as you may think if you just follow a few golden rules.
1. Listen. Don’t ignore.
A comment on a digital platform should be treated just as if a customer were knocking on the front door of your office. Chances are the person will continue to post or even find another avenue to leave a comment if they are not being addressed. Sometimes people just want to be heard and by quickly responding, the conversation can be transformed into a positive outcome.
2. Take it offline.
The difference between handling a disgruntled customer in the store compared to online, is the countless eyeballs watching how you respond. Try to move the conversation offline as soon as possible. If there is a general response you can provide that invites the customer to call or email you privately, that will prevent any further public comments.
3. Reinforce the positive.
Be sure to share and re-post the positive reviews that are left on your page. This could give another happy customer the idea to leave their satisfied thoughts about their experience. It will also give the impression that you read every bit of feedback and do appreciate the responses.
At the end of the day, we can’t win them all, but there are always ways to win them back!