If your business is using social media (which most should be) then you all have anticipated the day when your customers actually start responding via social media. Whether your thoughts are to avoid the lowly customer posting negative remarks about the service or business in general, or the customer that has a question or posts a positive comment, there are some simple benefits to taking the time to respond to their comments.
BE THOUGHTFUL IN YOUR RESPONSE
First and foremost, responding to comments via social media is an opportunity, not something to be avoided, but not something to do carelessly either. Your business’ response should be thoughtful and helpful if possible. For example, if a customer is making a complaint about a product or service, instead of ignoring the comment or trying to bury it or even delete it, you should rise to the occasion.
DON'T IGNORE NEGATIVE COMMENTS, USE THEM TO BUILD TRUST
Negative comments don’t always have to mean your business is going to go down hill. If you respond to the comment by asking what you can do better in the future, or what specifically the customer did not like about the product or service you are then given an opportunity to learn how to make it better for future customers. These comments are not meant to lead into an argument, but a genuine opportunity to demonstrate your integrity and concern for your business to improve its offerings.
ENGAGE YOUR AUDIENCE, LEVERAGE BRAND ADVOCATES
On the other hand, responding to positive comments also have simple benefits often overlooked.The idea of creating a social media account is exactly that - creating something social.Therefore, if you are engaging with your customers via social media it gives your business to show your culture, a more personal and human side. It also gives you more leverage to turn your social media channels into a hub of interaction and engagement rather than a megaphone to preach.
No matter what you do, there may come a time when - good or bad - a comment rolls along your social feed. Seize the opportunity and find the simple benefits to responding, build trust in your audience and increase your brand’s overall reputation.