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.
Take action right away and respond to the complaint. Then look into the underlying cause of the complaint and fix the problem; this way, you know that it won’t happen again. Give the client the services they expected along with a heart-felt apology and maybe even a discount off of their next purchase. Why not discount their invoice right now for the services they are not happy with? This question has two answers. First, your staff has already put in the labor hours to provide services. I am sure that not every aspect of those services were bad and the client only had one complaint. Second, by giving them a discount to use on a future purchase, you can be sure that they will come back and your business will not only have a second chance to impress them, but you will also profit from this previous bad situation.
In business, the customer is perceived to always be right and it’s the business owner’s job to make sure their clients are happy, satisfied and well taken care of by your staff.