We’ve all seen some of the case studies that demonstrate the value of using Social Media tools to promote our businesses on-line. More and more people are looking on-line to find information about any business they think they might work with. After all, if you’re going to spend your hard-earned dollars, you want some level of confidence that this business is capable of meeting your needs and delighting you with their product or service. Naturally, information that is posted on a business’ own web site is bias. They’re only going to post positive testimonials and information about the company. But tools like Facebook, Yelp, and others provide the ability to post product or service reviews on-line and those reviews can be positive or negative. I frequently hear small business owners talk about their concern about negative on-line reviews. In fact, some businesses have decided to delay going on-line because of it.
Don’t delay. The truth is that if you’re not on-line, you’re not really in business. Much of the research suggests that more than 80% of us collect information on-line before we buy. So again, if you’re not on-line, you’re not really in business, or you won’t be for long.
Regarding the situation where a client has a bad experience and starts talking it up on-line, the positive here is that you as the business owner, actually have an opportunity to fix the situation and to make sure that others know about it. Accidents happen and unfortunately, they sometimes happen when we’re dealing with a client. The key here is that no matter what happens, you fix the client situation as quickly as possible and you engage on-line so that everyone knows how quickly you fixed it and what you did to remedy the situation.
In many cases, you don’t get the opportunity to fix it. Sometimes, unhappy clients are dissatisfied but decide it’s not worth further engagement. In this situation, you don’t get the opportunity to fix it and, unfortunately, the dis-satisfied client is likely to tell 5 or more people about their unpleasant experience.
Take advantage of the opportunity to engage with these people on-line and make every effort to make clients delighted to buy from you. What have you done on-line to remedy a disappointed client?