Dealing With Upset Clients on Social Media
The saying goes that you can’t please all of the people all of the time and that is especially true for today’s business world. As your business grows, your customer base will also and that means you have to work that much harder to keep everyone satisfied while staying true to your ethic and your business.
With the incredible growth that social media has seen, more and more people are connected with the businesses they deal with and it makes it that much easier for them to contact you when they are happy and when they are upset as well.
Dealing with the upset clients and customers of the world is something that has to be done very carefully. Whether they are right or wrong, the job of the business owner is to take a neutral stance and ensure their customers are satisfied. An upset client on social media is equal to one hundred upset clients or more depending on how far their reach is.
Any client that calls your business to complain is dealt with by you and no one else sees or hears the conversation. A client complaint on social media is heard by everyone else in your social media fan base and that could sway their judgment as well.
To deal with these upset clients effectively, you must show that you truly do care about their needs and that you want to work together to find a solution they are happy with. Turn the situation around and instead of letting other clients see the disgruntled one being dealt with improperly, let them see how your business deals with complaints and make them feel more at ease with your services.
You can even use these types of complaints as training exercises you’re your staff. Everyone will have a bad day, or sell a bad product or offer a service that everyone likes expect that one client. Show you staff how to deal with situations and explain to them that their job is to make the clients happy.