So, you’ve got the best product in your industry, competitive prices, and (so far) your marketing plan is pulling in a decent stream of new customers. Now it’s time to sit back and watch your company blossom from a few little roots and buds into a firmly held tree, right? Wrong. While these are essential parts that any business needs in order to grow, there is one key element that is being left out — customer service.
‘Tis the Season to Go Crazy
Anyone who’s ever worked in retail during the holidays knows that customers can go a little nuts. They want something very specific on Christmas Eve at 4:59 p.m. when the store closes at 5. They incredulously ask, “What do you mean you’re out of lightsabers?” when Star Wars has been hot for months, and they’ve had literally all year to shop for their loved ones. No matter what industry your business is in, the same people who demand the most in-demand item of the year at the last possible minute will not hesitate to take to social media and berate your business online.
Whether or not the customers’ anger is justified, bad reviews online can damage your business’reputation. Your job as an owner is to keep a handle on questions and public complaints and resolve those issues quickly and visibly.
Just the Stats, Ma’am
Millions of people use social media to air their service grievances. The Wall Street Journal reported that people spend at least half an hour on social media a day, beating out all other online activity — including games. According to Twitter, people spend four hours a day on the Internet, with 2.4 of those hours being dedicated to social media.
With people spending roughly 1/6 of their day online, it should come as no surprise that social media has become the preferred method of communication for many — if not all — of your customers. Twitter reported that in the past two years, the number of Tweets to customer service usernames has grown 2.5 times. According to Conversocial, 14 percent of those Tweets about customer service are while the customers are still in the store.
The Bottom Line
If you don’t respond quickly, you’ll lose business, which affects your bottom line. US companies lose $41 billion every year due to poor customer service. Value your customers’ time and address their concerns with immediacy. If they reach out to you via social networks, stick to those networks when handling their issues. That way, other potential customers will see that you’ve got the superior customer service skills they want.
Let Turn The Page Help
We know that business owners have a lot on their plates — especially during the holidays — and you may not have time to manage your online reputation. Turn The Page Online Marketing can help. For more information about our social media services, call us at (816) 527-8371 or (844) 889-5001 today.
As a small business owner you are likely chief, cook and bottle washer. Adding social media maven to your job titles probably seems like a headache but, like it or not, if you have a product or service that people use then people are going to talk about you for good or bad.