When it comes to your company’s or your brand’s reputation, just one false move on a social media site, or just one bad review by a customer on a review site can do away with all the hard work you’ve done to build a great reputation.
To make sure that your customers say nice things about you online, follow the tips below.
- First and foremost, if you remember anything, remember this: your followers and prospects have long memories. Don’t say one thing and then say something else the next day without a good explanation for it. In fact, be sure you always offer an explanation when you change a policy, offering, etc.
- In fact, honesty truly is the best policy online. If you made a mistake, own up to it. If, for example, something’s not working on your website (people can’t access it, they can’t purchase an item, they can’t buy a ticket, etc.), broadcast this on your social media feeds and provide regular updates.
- Never remove or delete comments you don’t agree with (or comments by people who don’t agree with you). Doing so will only make it appear as if you’re trying to hide something or brush it under the proverbial rug. Transparency and honesty are critical online. Prospects and followers don’t expect perfection – truly, they don’t. But they do expect and even demand the truth.
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When it comes to what your customers say about you online, just one negative review or comment – that’s not addressed quickly and carefully – can do serious damage to your brand or company’s reputation.
- Reply quickly to a customer’s concerns – no later than 24 hours and preferably within two hours or even one – but do so thoughtfully and make sure you address a customer’s actual beef. An online survey by Harris Interactive in January 2011 found that when a customer gets a reply from a company after posting a negative review, 33 percent then posted a positive review. What’s more, 34 percent actually deleted the original poor review.
- Never, ever, never be rude or nasty. When it comes to replying to negative comments or reviews, taking the high road is always best. Aim to give an unhappy customer as much information as you can. Do everything your power to answer all questions and concerns. If a customer still persists in being nasty and uncooperative, don’t engage: ignore the customer and move on. Don’t worry that your other followers will think you’re snubbing a legitimate complainer. They will see that you’ve done your best and will disregard the nasty customer’s rants, as well. Your followers know a fool when they see one.
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