Tag Archives: Customer service

Tips on Tuesday

Today’s tip has been inspired by a trending hashtag on Twitter; #SixWordHorrorStory, which made us think what would be a social media horror story?

We came up with “Someone left us a bad review”.

Scared image

Terrifying right? It doesn’t have to be!

Everyone will – at some point – received a bad review or negative feedback on their social media, especially when forums such as Facebook make the reviewing process so easy.

Our advice is always respond to the review.  Never delete!  Reply in a courteous fashion, ask for further details about why their experience fell short and offer to solve it for them.

The old adage “there’s no such thing as bad publicity” really comes into its own here, a scenario showing you as a company dealing well with complaints and solving them to a client’s satisfaction is an impressive thing to have on your social feeds.

(Of course, we say never delete but should you receive abuse please do feel free to delete that!)

 

Tips on Tuesday

How often do you listen to your customers?

Listening

Your customers can be the best source of content you have.  Through the power of social media, you have a wealth of information at your fingertips; look at the questions you get asked most often, or what customers are asking most regularly across social media.  Don’t be afraid to check out how your competitors are engaging with their customers too. 

By listening and creating relevant content, you can organically grow your reach whilst becoming a well-known voice within your area. 

Tips on Tuesday

Why not use your social media to tell everyone how great you are?!

Thank you

Ask your customers or clients to use the tools available to them on Facebook or Google to leave you reviews.  If someone sends you a tweet thank you for what you do, share it!

A lot of people don’t feel comfortable sharing their reviews in case it looks like bragging, we say “share away”.  If someone takes the time to review you, you’ve earned it – it is a lovely piece of news to share to all your followers!

(And if you use other companies, why not return the favour and leave them some feedback!)

Tips on Tuesday

Ok so here’s the thing.  You’ve created a fantastic social media profile, now you can relax, right?  WRONG!

ProfileAlways make sure your profile is up-to-date.  Make sure any website changes are reflected therein.  Keep on top of contact changes, changes to contact details and changes to team members.

There’s nothing more frustrating for a potential customer than to follow a link on your social media only to find it is out of date.  The customer is trying to contact you – make it easy for them! It is unlikely you’ll get a second chance.

Tips on Tuesday

It can be very tempting to use social media as a platform to try to sell as much as you can.  After all they’re free platforms, so any material return on your time investment is a profit.

Image of all social media icons

However, don’t be tempted to do the hard-sell and nothing else.  There is nothing more likely to encourage potential customers to unfollow you that seeing a social media stream full of nothing more than “buy this” or “use us”. 

Be creative in your social media postings, do a mix of showing what you’ve done, sharing customer feedback and retweeting other’s content.  All will still encourage customers to keep following you because you’re interesting.  Keep them interested and you’re more likely to convert to a sale.

Tips on Tuesday

Today’s Tip is a general marketing tip for any business.

Aire Media Google My Business

Make sure you register on Google My Business,  This is a free service which helps your listing appear when people are searching for your business or businesses like yours on Google Search and Maps.

You can keep your content fresh and useful by adding your website, address, opening hours and contact details together with images and an option for your clients to review.

Who could ask more from a free service – as the old saying goes, you really don’t get much for nothing these days!

Tips on Tuesday

For today’s Tip we’re encouraging you to make use of every aspect of your business page on Facebook.

Facebook Aire Media Blog

For Facebook business pages you can turn on the Review feature, which means customers can quickly leave you reviews – based on a 1-5 star system – and even add a comment.

Why not ask your clients to leave a review for you – it is a really quick way of them telling people how good their experience was, and as more people use Facebook for finding business; a great way of encouraging new customers to try you out!

Tips on Tuesday

For today’s tip we’re going to give you a little bit of Facebook advice!

Facebook Aire Media BlogDon’t forget to make use of the Call to Action button on Facebook!   The time any potential new customer spends on a business page is fleeting so there are two main rules – make your content engaging and make it easy to get in touch with you.

The Call to Action button has a number of options from booking appointments to simply getting in touch; so you can select the one that works best for you.  But make sure you do select one, even if it is only a link to a contact page on a website.  Make it easy for the customer and they will respond by getting in touch!

Call to Action options

Tips on Tuesday

For today’s tip we’re going to take a look at Facebook.

Facebook Aire Media Blog

Although only a small tip, we believe it is really important to have the Messenger feature on Facebook activated on your business page. 

Facebook Messenger Logo

Although it is another form of contact to manage, it gives potential customers another method to get in touch with you.  If a customer is already on your page on Facebook, you have made good progress – it seems counterproductive to ask them to leave Facebook and go elsewhere to Contact You!

You can always set up your account so you receive notifications of new messages – and remember, if you respond quickly you turn on the 100% response rate badge!

 

Tips on Tuesday

For this week we’re going to have a look at Twitter

TwitterTipsAireMediaIf you’re using a Twitter account for business purposes it is really important that whoever is using the account is consistent in tone.  Remember your account is in effect the company and so its important to maintain a constant and professional presence at all times.

Even if the account is managed by different staff, make sure they’re all clear about how you want the account to be used and what is and isn’t appropriate!  The public will only see the company, not the different people who are behind the avatar so keep it neutral, informative and polite.