Posted on facebook. A rusty razor in the care package!
When I talk to business owners about social media I usually get the nod.
I know the nod means, “Yes, I will get to that soon but I’m quite busy now…”
I also hear a lot of resistance.
When I probe, I then hear the fear and excuse behind it.
“But what if people complain?”
The thing is, people are going to complain with or without social media. It used to be that people would talk over the back fence, at school, at the club and in social gatherings.
You would still hear the complaints, normally with a big drama attached to it that got lots of responses of oohs and aahs… Then someone would tell someone else and it would still get around. The problem was before the internet & social media, many business may never have heard about the complaint.
With social media, the complaint can be out there immediately for everyone to see. Either in a post, status update or a picture like the one above..
Or like this one
This is what I got when they lost my luggage
Why are these complaints so powerful? They expose the things that people worry about the most.
For example: I would hate to fly and lose my luggage. What would I do for clothing? And to have to wear the above clothes… Or use my spending money to buy even more clothes..
So if you are in business or even a professional, you MUST use social media.
You MUST have a social media strategy.
You MUST have a way of dealing with complaints because they will happen…
To be honest, you want to hear the complaint!
You want to know why the person was dissatisfied.
You want to know where the client felt let down.
Then you need to deal with the complaint. It’s not just about the client now, it’s also who else is watching.
That is the power of social media. I understands the people can be dissatisfied for many reasons but it’s how the company deals with the complaint that will determine their future.
I see a lot of business focus on more traffic and more leads but have they really looked at where they could be making improvements in their customer service strategy, client retention, client satisfaction levels, company culture and reducing client attrition.
Just because your business isn’t on social media, doesn’t mean it isn’t affecting you. You just can’t see it!
Remember, the power of social media in building connections with your clients far outweigh any negatives.
What is your social media strategy?
Do you even have one?
Stay tuned for part 2 of Social Media: The good, the Bad and the embarrassing.
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Natasha
PS. Thank you to Wayne Hollingshead for the pictures on facebook. You inspired this post. I hope your clothes finally arrived in time to see Uluru!
