Consumers talk about companies on social networks every day and businesses want to know and track what is said by their consumers. Most companies do this by hiring professionals to monitor these conversations. Many small businesses are looking for solutions on how to deal with social engagement. Even though some engagement can be negative in a small or large company’s eyes there are certain ways to handle and respond to both negative and positive communication effectively.
Always listen to what your consumers are actually saying. If they start a conversation with you, put all of your attention on them. Even if it is a channel that is not seen by the public, like email or other private conversations, you should still give them your full focused attention. Especially if they are saying things you might not want to hear. The good news is that the majority of online communication is positive which can help your business. Having this public conversation in front of others can often reap rewards by helping other customers recognize the level of support you are providing.
When participating in social media, ask questions to fully understand the person you are talking to. Avoid the impulse to argue with them or to prove they are wrong as that never helps in solving any issue. Always ask if they can give examples of an issue or explain in detail because the more details you have about an issue the better you can help.
Don’t forget to have an imagination when dealing with social media. A consumer might submit a wonderful idea that might not make sense at first, but after some thought and some brainstorming it may be able to benefit your business or your customers in a positive way. This also gives you the opportunity to connect and collaborate with your customers providing valuable customer loyalty.
Being honest to your customers can seem like a no brainer, but can be especially hard if you want to save face. If a conversation takes a wrong turn and starts to issue a negative reaction for any reason the worst thing you can do is to lie to a customer or conceal knowledge from them to make yourself look better. Not every problem has to be resolved online, a simple message saying that you will contact them to resolve the issue is sometimes enough and then the problem can be resolved between you and the customer in private.
When communicating online remember to be yourself. Getting you and your employees online can reap rewards as it’s a great way for you to connect as a person with your clients and show the human side of your company.
If you are committed to responding positively to these types of conversations it will not only benefit your customer’s morale, but it can and will lead to increases in sales. Making sure your customers know they made an impact both on you and your company will cause an influx of activity from them and let them know you are committed to knowing that they are truly important.