The age old saying that “the customer is always right” is even more spot-on than ever before. While you may not always agree with or like what the customer has to say, you have to treat them like they are always right and try your best to please them.
So why is this more true now than ever before?
Consumers have never had more power than they do right now. Social media and the digital world in which we live acts as a megaphone for consumers. The playing field has been leveled and all consumers have instant outlets to voice their opinions – both good and bad – at any time they wish.
Give a customer a stellar experience, they will turn around and rave about you to their friends and family – online. Give a customer a negative experience, and watch out. Many consumers find that sharing their negative experience about a business online as gratifying and a means to get what they want.
Consumers are greatly influenced by the people they know. They like and value the opinions of their peers far more than anything else.
90% of consumers trust peer recommendations. Only 14% of consumers trust advertisements.
So what can you do to make sure people are raving, not complaining, about you online?
Build Raving Fans: Do whatever you can to make your customers happy. Go above and beyond, always. While your customers don’t expect you to be perfect, they do expect you to deliver on what you promise and then some.
Be Active Online: People are going to talk about your business – both good things and bad things. Isn’t it better to be a part of the conversation than left in the dark? If you haven’t already done so, set your business up on Facebook, Twitter, Pinterest, Yelp, and Foursquare. Also setup free Google Alerts so you can get an email every time someone posts your name or business name.
Take Negative Conversations Offline: Negative experiences will happen. It’s a part of life. If someone makes a comment about a negative experience they had with your business online, encourage them to call you, email you, or talk to you in person to minimize the negative exposure.
Be Transparent: If you are in the wrong, admit it. Be honest. Transparency and authenticity go a long way online and in business.
(Photo Credit: Inc Magazine)