For small businesses in the Carterville, IL area, social media is an important part of their digital marketing strategy. Social media allows your brand to spread more online, have real-time communication with customers, post information on deals, and more. One the most important aspects of your social media to manage are the comments that you receive on there. Customer feedback is important for any business to get but you also need to know how to manage them properly. In this blog post we would like to discuss tips on how to manage your social media comments properly.
Responding Quickly
It should first be established that you need to focus on responding to as many comments you receive as you possibly can. You may not have enough time to get to all of them, especially if your business receives a large amount of them at a time, but small businesses should not expect to receive as many reviews as larger ones do, thus giving you a little more time to create professional responses. While it is important to create a professional response to a comment that you receive on social media, you need to make sure that you respond in a timely manner. Responding quickly shows to that person that your business cares enough about customer feedback to take the time to respond quickly. Aim to be consistent with the time of your responses as well.
Showing Appreciation for Feedback
When wording your responses it is important to find a way to include gratitude. You want to show gratitude to people who leave you comments to show that their feedback is important. It could be something as simple as a “Thank you” or something else like “Glad to hear you are satisfied with our work”. You should also show gratitude for negative comments. Thank could be something like “Thanks for the feedback, sorry to hear- “. Showing your gratitude for the feedback you receive shows to people you run a business who cares about customer experience.
Being Professional with Negative Comments
It can be frustrating for any business to get negative feedback on social media is it can make their business look bad, but how you choose to respond to those comments can help the situation. When responding to a negative comment you should thank the person for the feedback, show empathy, and find a way to de-escalate the situation or find a solution to the problem. People who see that you are looking to find a resolution to negative feedback to improve the customer experience will know that you are a business who cares about their customers and want them to get the best services and products from your business.
Avoid Deleting Comments
You should never delete any comments that you get either good or bad. As mentioned before, you want to show people that you care about your feedback and deleting the comments you receive shows you are willing to cover things up which can make your business look untrustworthy. Successful businesses in Carterville, IL who have a social media presence make sure to keep all their comments they receive unless they absolutely have a reason to have them deleted.
Look Out for Harmful or Inappropriate Comments
As mentioned before, there may come a time where you receive a comment that should be deleted. People have the opportunity to leave nasty comments which can be inappropriate or harmful. These can be spam comments, comments that use profanity or hurtful language, or anything else that could break the social media platform’s guidelines. It is recommended that if you cannot delete these comments yourself then you should report these comments. Once these comments have been reviewed, they will usually be deleted in a timely manner. While it is important to respond to all your comments including your negative ones and not delete them, you should have spam or offensive ones deleted.
Encouraging Future Engagement
When responding to the comments that you receive, you should try to find a way to encourage further engagement with the customer. This could just be something simple like asking them what they liked the most about the services they received. Opening up the opportunity for further dialog like this will help further engagement with that customer which may influence them to become a repeat customer. It may even encourage people to potentially become new customers.
It can be challenging to balance time to responding to your online feedback on social media while operating your business. You may at times know exactly how to respond but do not have the time to do so. If you are looking for a company to assist your Carterville, IL business with social media marketing services and more, call Hometown Marketing Group today.
