So, now that you’ve got some trackers set up through Postling and have looked into tools like Google Alerts and Twitter Search you’re probably wondering “Just what am I supposed to do with all of this?” Well, we’re here to outline a few options for you!
We’re going to start out by explaining what to do on Twitter, but these are lessons that apply to all social media platforms and comments you receive (even emails!).
If you’re using either Postling Tracking or Twitter Search hopefully you find that people are starting to talk about your business and @ replying you. There are a few key circumstances to consider: general comments, positive comments, and negative comments.
For comments of a more general nature, it’d be great if you could reach out to the person tweeting about your business. Give them a “Thanks for the shout out!” or “Always here if you have any questions!”. Building up a dialogue between you and your customer is key. Better yet, if they aren’t expecting you to respond they’ll be pleasantly surprised that you’re reaching out to them and going the extra step.
If someone says something really positive about you or their experience with your business then by all means reply to them... and better yet, retweet it! Not only are you giving other people that social proof (showing that others like and approve of you) but your customer will be happy that you saw their feedback!
Now here’s the tricky part. What if someone says something negative? First, you should know that it’s normal for businesses to get occasional negative comments. Things happen, people have bad days. However, if it happens to you, your best bet is to handle it diplomatically. First thing’s first, take a step back and wait 12-24 hours before responding. This will help ensure that any emotions the comment may have sparked are diminished. When you respond, it’s important you take on the role of customer service. Tell them you’re sorry they had a bad experience and offer to resolve it. Maybe ask them to DM you so you can fix the issue, or tell them an email address where you can be reached so you can learn about what went wrong. Again, be diplomatic and helpful! The likelihood is that if you can help fix a bad experience, you’ve made a customer for life because of your dedication and customer service!
Now, if someone writes a blog post mentioning your business, or posts on Facebook, you should follow the same guidelines for these three situations (general comment, positive comment, and negative comment). Do your best to reach out regardless, and be sure to showcase the positive things people are saying about you!
I really like the idea about waiting on responding to a negative comment! I have only received a few and you are absolutely right to wait gather your thoughts on the subject then answer your customer back.
Tweeter, Postling, Facebook, etc... I'm way behind on these links but your information is always helpful.