Customer service and Social Media advice for your Business
If you want to stay in business you had better get one thing perfect: customer satisfaction! Guess what's the first place people are likely to talk about bad customer service? Yes, you guessed it: social media
Oh my, if you search Twitter or Facebook, you’ll find some angry people ranting about poor customer service. But you should also know that people will also sing your praises if you go above and beyond to give them support and satisfaction.
Here's how it works. If you don’t show your clients and customers your appreciation there is another entrepreneur out there that will be happy to take them off your hands and treat them like they're special. It's just that simple. I've been thinking about this a lot lately. Your Customer Care can make or break your company. Not only will you lose the client but they will be too happy to tell everyone they know what a lousy job you did.
At Social Boom, I listened to author and business mogul, Gary Vaynerchuk, and agreed whole-heartily with his philosophy concerning customer service. I know being grateful and staying in touch with my customers is what has helped me stay in business during tough times. I’m willing to pay more for a product that has outstanding customer care. What about you?
An outstanding example of what I mean by great customer care is provided by a young company called Lujure. Lujure is a rapidly growing company stared by a young man (literally…he started it in college). Lujure helps you build amazing Facebook fan page tabs with ease – without having to know a bit of coding. Really – as coding challenged as I am, I can even do it! But if for some reason you do hit a snag or want to do something fancy, no problem. Lujure has an outstanding staff that will walk you through and back you up. Yes I’ve called dozens of times and they have either helped me on the spot or have called me back immediately to come to my rescue.
And an example of how social media works to resolve poor customer service –
A friend named Jill McCarthy shared a story about trying to get a refund for an event she paid for. She paid $600 – and the event never happened. She shared:
"18 months it has been to try to get a $600 refund for an event that was paid for but never took place! I have been given the run around, told a daughter was sick. Lies and more lies! Today I contacted the person by email and stated that I didn't wish to take things further, but I still got the run around and excuses! A few posts on Twitter a couple hours ago and voila…the $600 appeared in my PayPal account. The power of social media."
Ouch!!! She had to call the company out on social media to get their attention. Don’t be this company.
Here are a few important things to remember about customer satisfaction:
- It Costs less to retain than gain new clients.
- Knowing your clients' needs and wants makes customer care much easier : ask them they'll be happy to tell you.
- If you don’t make your customers and clients happy they will be happy to tell everyone that will listen. By the same token they will spread the word that they love your product because of the great customer service. Notice my plug for Lujure!
- Be good to your clients and they will be good to you by returning again and again for products as well as tell people what a great company you have.
Social Media is a great tool to provide customer service with today’s tech savvy consumer. Listen to the complaints as well as the praise and engage with your clients. You’ll grow by leaps and bounds with quality service as the word spreads like wildfire about you and your services.
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