If you own or manage a business, it’s likely that one of the least-favorite aspects of your job is responding to customer complaints. And, if you are on social media, it’s possible that the headache turns into a migraine if a troll has latched onto you.
Business Unplugged’s Carol Roth compiled a great collection of advice from business and communications pros about how to handle complaints, and trolls, and how to tell the difference. Some tips mentioned often:
Don’t respond in an angry or defensive manner, especially if you are dealing with a troll instead of a legitimate customer. Trolls want conflict. Don’t feed them.
You may feel that a customer’s complaint is unfair or possibly even untrue. It is your job to listen and respond with professionalism. Provide them with a way to communicate with you directly about their complaint. Direct messaging via the platform (Facebook or Twitter, for example), is the best way to start.
When you respond with patience and restraint, your faithful customers and supporters will chime in with their stories of great experiences at your business.
Respond, even if you need to step away from the computer for a while first to cool down. The silence of not responding screams to current and potential customers, “I don’t care if you’re happy or not.”
You have no control over reviews and comments on other sites such as Yelp, but it’s possible for you to block a follower from your own Facebook or Twitter feed. Do this only as a last resort. If you are dealing with someone who simply wants to rant, and if you have made an effort to respond in a reasonable and professional way, you can control who can post on your feeds. Do it too often, however, and you get the same blowback as not responding at all.
Finally, try to keep a sense of humor about everything. It’s not always easy, but it’s possible it will keep your blood pressure in a healthy range. As an aside, it’s OK to approach complaints and haters with humor, too, but make sure you really have a gift for it first. It’s a tricky business to convey sarcasm online. Check out some pros who do it really well, Moon Pie and Wendy’s.
With Amazon’s takeover of the universe showing no signs of slowing down anytime soon, it is easy to minimize our “non-digital” surroundings. However, if you are a brick-and-mortar business owner, you could be missing simple and effective marketing opportunities. Make sure you aren’t Overlooking the Obvious, revisit this blog post from 2016.
Do a Google search on 2018 marketing predictions, and you will read about IoT (Internet of Things), Chatbots, live streaming, virtual reality–and that’s just scratching the surface. For small businesses and organizations, all that techno-speak can be overwhelming, especially if you handle your own marketing and public relations.
Take heart. In the midst of all this gadgetry and constant change, the experts also have a great deal to say about foundational, even old school, marketing techniques.
Here are some insights on 2017 marketing trends that came to pass, and predictions for 2018.
The site, B2C: Business to Community, shared a very helpful column by Sarah Hanney that focuses on marketing for small businesses. A blogger for Signkick, it’s not surprising that Hanney has something positive to say about outdoor advertising, but her perspective is sound, and there is a new take on how billboards, bus signs, and the like, can work in concert with digital media.
There are other approaches that Hanney, and other experts, mention that are as old as movable type, although the names have changed: purpose-driven, and influencer, marketing.
Mathew Sweezey puts it this way in a post for salesforce: “Marketing of the future must have a heart.” Now more than ever, consumers want to do business with companies that care about the communities in which they operate, in addition to a national, and sometimes, global community.
That sense of mission and integrity is really in demand today, and marketers and influencers are responding.
Consider Virat Kohli, a pro cricketer from India, who turned down what must have been a highly lucrative deal with Pepsi because he wanted to promote a healthier product. Read S. Swaminathan’s piece on Campaign India. His insights are helpful to all of us.
Celebrities are not the only “influencers” you can call on to market your products, services, or organization. Find out more about influencer marketing in a blog post by Joshua Nite for TopRank Marketing.
If you need help marketing your small business or community non-profit, give me a call. I can develop a plan for you that uses old-school and new-school media to get your message to the right audience. The initial consultation is free.