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Can we get a “heck yeah”? I hear every day from small “I’m scared people will say bad things”. Well, they will, and they might already be doing that. People are going to complain, its a fact. But if you work on being a great company, that is a moot point.
Can we get a “heck yeah”? I hear every day from small “I’m scared people will say bad things”. Well, they will, and they might already be doing that. People are going to complain, its a fact. But if you work on being a great company, that is a moot point.
Peter, great post. This is so true. Focus on giving customers great experiences with your brand, product, every touch point…and they will pay it forward with positive comments shared with others. There will always be complainers and people that aren’t satisfied no matter what, but why focus only on the people who come to you with problems? Focus on delivering great customer service and a lot of “social” problems can be avoided.
Peter, great post. This is so true. Focus on giving customers great experiences with your brand, product, every touch point…and they will pay it forward with positive comments shared with others. There will always be complainers and people that aren’t satisfied no matter what, but why focus only on the people who come to you with problems? Focus on delivering great customer service and a lot of “social” problems can be avoided.
You’re absolutely right. When I think about the times a company has done me wrong & I put them on blast on SoMe, I will get a “so sorry, let’s make this right” reply. I can’t help but think about the countless others out there who had horrible experiences but haven’t stepped up to say something. Quite frankly, my mind is probably made up about not being a returning customer and it will take more than “sorry” for me to change my mind.
You’re absolutely right. When I think about the times a company has done me wrong & I put them on blast on SoMe, I will get a “so sorry, let’s make this right” reply. I can’t help but think about the countless others out there who had horrible experiences but haven’t stepped up to say something. Quite frankly, my mind is probably made up about not being a returning customer and it will take more than “sorry” for me to change my mind.
PREACH, Shankman!!! This is so spot on!!!!
PREACH, Shankman!!! This is so spot on!!!!
Most companies have it completely backwards.
Companies need to stop using social media to talk about the things they are doing and start intentionally doing things that customers love so eventually they will go to social media to talk about the company.
Don’t tell people you care, show them.
Great post.
Most companies have it completely backwards.
Companies need to stop using social media to talk about the things they are doing and start intentionally doing things that customers love so eventually they will go to social media to talk about the company.
Don’t tell people you care, show them.
Great post.
Peter, I absolutely agree. I worked 20 years running my small business before entering the world of internet. No matter what I did, I couldn’t make everyone happy and once in awhile despite of many great comments and positive review in SM, I had a negative comments or review form a client. Instead of focusing on great reviews and perfect client looking after them, I focused on negative reviews trying to spend lots of time and money, change this fact of experience. You are right. I am not saying to ignore the bad reviews and let it go, It is always good to care and try to get them back into your client list, but not stress and focus on it. Now a days even bad comments and reviews can be healthy a) you learn to progress and correct the mistakes B) people get curious about it and want to see what the review is about and you’re name keeps popping up. I compare it to some reality TV shows which we don’t like and their name is getting more popular everyday. No names mentioned here 🙂
Thanks for putting a light on this subject.
Don
http://www.bidsbypros.com
Peter, I absolutely agree. I worked 20 years running my small business before entering the world of internet. No matter what I did, I couldn’t make everyone happy and once in awhile despite of many great comments and positive review in SM, I had a negative comments or review form a client. Instead of focusing on great reviews and perfect client looking after them, I focused on negative reviews trying to spend lots of time and money, change this fact of experience. You are right. I am not saying to ignore the bad reviews and let it go, It is always good to care and try to get them back into your client list, but not stress and focus on it. Now a days even bad comments and reviews can be healthy a) you learn to progress and correct the mistakes B) people get curious about it and want to see what the review is about and you’re name keeps popping up. I compare it to some reality TV shows which we don’t like and their name is getting more popular everyday. No names mentioned here 🙂
Thanks for putting a light on this subject.
Don
http://www.bidsbypros.com
Peter, I absolutely agree. I worked 20 years running my small business before entering the world of internet. No matter what I did, I couldn’t make everyone happy and once in awhile despite of many great comments and positive review in SM, I had a negative comments or review form a client. Instead of focusing on great reviews and perfect client looking after them, I focused on negative reviews trying to spend lots of time and money, change this fact of experience. You are right. I am not saying to ignore the bad reviews and let it go, It is always good to care and try to get them back into your client list, but not stress and focus on it. Now a days even bad comments and reviews can be healthy a) you learn to progress and correct the mistakes B) people get curious about it and want to see what the review is about and you’re name keeps popping up. I compare it to some reality TV shows which we don’t like and their name is getting more popular everyday. No names mentioned here 🙂
Thanks for putting a light on this subject.
Don
http://www.bidsbypros.com
Peter, I absolutely agree. I worked 20 years running my small business before entering the world of internet. No matter what I did, I couldn’t make everyone happy and once in awhile despite of many great comments and positive review in SM, I had a negative comments or review form a client. Instead of focusing on great reviews and perfect client looking after them, I focused on negative reviews trying to spend lots of time and money, change this fact of experience. You are right. I am not saying to ignore the bad reviews and let it go, It is always good to care and try to get them back into your client list, but not stress and focus on it. Now a days even bad comments and reviews can be healthy a) you learn to progress and correct the mistakes B) people get curious about it and want to see what the review is about and you’re name keeps popping up. I compare it to some reality TV shows which we don’t like and their name is getting more popular everyday. No names mentioned here 🙂
Thanks for putting a light on this subject.
Don
http://www.bidsbypros.com
great post
great post
great post
great post
I could not agree more. The “fire” should be prevented rather than put out. However, I have worked in customer service the last 3 years and know how difficult it is. No matter how well you do your job, or how hard you try to please your customers, Social Media is becoming the go-to channel for customer complaints, wether we like it or not. I understand why CEO’s focus on Social media is as big as it is. Personally I always call the company directly if I have a problem, if i tell my friends they always ask me why. “You will have a much bigger chance of getting what you want through a social media channel”. If I haven’t got what i wanted over telephone or E-mail, I often try SoMe as the last solution. Though my problem is the same, this normally solves my problem. The way I see it businesses either needs to become more cooperative on the phone, or less cooperative in SoMe. Preferably the first as this stops the problem from becoming a PR problem in social media. – It might be to late, consumers have already adopted the SoMe complaints routine.
I could not agree more. The “fire” should be prevented rather than put out. However, I have worked in customer service the last 3 years and know how difficult it is. No matter how well you do your job, or how hard you try to please your customers, Social Media is becoming the go-to channel for customer complaints, wether we like it or not. I understand why CEO’s focus on Social media is as big as it is. Personally I always call the company directly if I have a problem, if i tell my friends they always ask me why. “You will have a much bigger chance of getting what you want through a social media channel”. If I haven’t got what i wanted over telephone or E-mail, I often try SoMe as the last solution. Though my problem is the same, this normally solves my problem. The way I see it businesses either needs to become more cooperative on the phone, or less cooperative in SoMe. Preferably the first as this stops the problem from becoming a PR problem in social media. – It might be to late, consumers have already adopted the SoMe complaints routine.
I could not agree more. The “fire” should be prevented rather than put out. However, I have worked in customer service the last 3 years and know how difficult it is. No matter how well you do your job, or how hard you try to please your customers, Social Media is becoming the go-to channel for customer complaints, wether we like it or not. I understand why CEO’s focus on Social media is as big as it is. Personally I always call the company directly if I have a problem, if i tell my friends they always ask me why. “You will have a much bigger chance of getting what you want through a social media channel”. If I haven’t got what i wanted over telephone or E-mail, I often try SoMe as the last solution. Though my problem is the same, this normally solves my problem. The way I see it businesses either needs to become more cooperative on the phone, or less cooperative in SoMe. Preferably the first as this stops the problem from becoming a PR problem in social media. – It might be to late, consumers have already adopted the SoMe complaints routine.
I could not agree more. The “fire” should be prevented rather than put out. However, I have worked in customer service the last 3 years and know how difficult it is. No matter how well you do your job, or how hard you try to please your customers, Social Media is becoming the go-to channel for customer complaints, wether we like it or not. I understand why CEO’s focus on Social media is as big as it is. Personally I always call the company directly if I have a problem, if i tell my friends they always ask me why. “You will have a much bigger chance of getting what you want through a social media channel”. If I haven’t got what i wanted over telephone or E-mail, I often try SoMe as the last solution. Though my problem is the same, this normally solves my problem. The way I see it businesses either needs to become more cooperative on the phone, or less cooperative in SoMe. Preferably the first as this stops the problem from becoming a PR problem in social media. – It might be to late, consumers have already adopted the SoMe complaints routine.
Most companies have it completely backwards.
gr8 post.
im from:
http://hackrulezz.blogspot.in/
Most companies have it completely backwards.
gr8 post.
im from:
http://hackrulezz.blogspot.in/
This
is a great concept but one that almost seems obvious. It surprises me
how many companies don’t seem to think it is important to always make
sure everyone within the company is providing excellent customer
service. If all employees know exactly what it takes to provide great
customer service every time then there won’t need to be damage control
on social media. Like you said if there doesn’t need to be firefighting
on social media then it will just be customers sharing great experiences
with the company.
This
is a great concept but one that almost seems obvious. It surprises me
how many companies don’t seem to think it is important to always make
sure everyone within the company is providing excellent customer
service. If all employees know exactly what it takes to provide great
customer service every time then there won’t need to be damage control
on social media. Like you said if there doesn’t need to be firefighting
on social media then it will just be customers sharing great experiences
with the company.