Your small business social media accounts should always be posting amazing content, but do you take the time to respond to your customers’ social media feedback?
You should always take the time to interact with your followers but even more importantly, make sure to respond! You don’t want to miss out on any important social media feedback. Follow these tips to make sure you are replying with the right message in your comments, reviews or concerns from your customers.
Monitor and respond quickly
It’s always important to post consistently but it’s even more important to check your notifications on a daily basis to make sure you aren’t missing anything. Make sure to take the time to check each one of your social platforms. Or even better, set up your notifications straight to your phone to let you know when someone has commented. This will allow you to be on top of replying to any customers.
Great feedback also requires a response!
Take for example this screenshot below. Terra’s Bloom Box mentioned us in a comment so it was a good opportunity to share it and reply back allowing her followers to interact with us too.
Having social media for your small business will make it a lot easier for your customers to get a hold of you and let you know how they feel about your products or services. Customers love sharing their questions, thoughts, concerns, and reviews on social media. When replying to all of your social media feedback, always respond using their name to make it more personable. Thank them for taking time out of their day to leave a nice comment. Replying back builds great relationships with your followers, an interaction tip! A great way to respond is to ask them if they have tried your newest product or service or ask them to continue their relationship with your small business.
The most important thing is to respond to any negative feedback too. If a customer wants to let you know they are unhappy with your product or service, make them feel heard. They want to voice their experience, and it’s important to let them know you care about what they have to stay. Take your customer service to the next level and try to fix the problem. Negative feedback is also an opportunity for your small business to learn from and grow. Make the most out of a negative situation!
Handling your negative or positive social media feedback with these easy tips will make replying to any comments or reviews a lot more manageable. I hope these tips will help you and how you that any situation can be turned around with a little bit of communication.