4. Don’t Wait
If someone has said something awful on social media about you or to you, you need to respond the moment you see it (to reiterate what was said previously). This cannot be overstated. In today’s fast-paced world your clients expect you to respond within an hour. Even if you don’t have a solution, message them to let them know what you ARE doing about their problem. People will appreciate your timely response, and will feel valued that you care enough to fix it for them (to the best of your ability).
5. “You Wouldn’t Like Me When I’m Angry”
Like Hulk, you need to keep your head cool and calm, be reasonable and not hot-headed. That solves nothing, and often makes the situation worse. Be sure when you write your response to someone, that you craft it carefully, have it proofread for accuracy and care, and then go over it yourself a few times to ensure you’ve said all you can, as calmly as possible to alleviate the problem. If you’re commenting to them as a response to their public comment, then this is even more important to be tactful.
NOTHING IS PRIVATE ONLINE
Remember that even if you think your conversation with them is only between you and the client, that the internet remembers. Screenshots are commonplace these days and it is nothing at all for your client to screenshot your conversation with them and post it publicly to humiliate you. Definitely use your head, calm down, think fast, and answer with confidence. If you cannot answer immediately due to your own anger at the comment, then have someone else do so in your stead, or swallow your pride and anger long enough to tell the client that you’re working on a solution.
6. Final Responses are Key
Whatever you say when you follow-up with your client needs to be the winning moment for you, where an angry client is transformed into an overjoyed client who is happy to go out and shout your praises about your brand to others. If you are in that terrible position of not being able to satisfy the client with a solution, as with something on the client’s computer mentioned in the first point – then try to do something extra for them. Offer them your time, or a small service, but give them something so they don’t feel hard done by. Be sure you ask them if there is anything else that you can do for them, and make sure you apologize in your response even if you have fixed it. By taking the blame squarely on yourself, and doing everything you can to fix it, your clients will feel valued and important, and they’ll also feel vindicated.
Using the same scenario as before, your final response might be, “Hi again [name], I’ve looked at our link for the download and have determined that it is working on our end, and I have asked my co-workers to check the link as well. It seems to be working for all of us, so I’d ask that you try your download again. If it fails again, let us know and I can try to help from that point.”
Customer says, “I just tried it again, and it still isn’t working, it does nothing for me.”
Answer, “Thank you for trying that again for me. Gosh I’m stumped! It could be your firewall or your antivirus which is stopping your download, but I fear I don’t know enough about antivirus programs and firewalls to be of much help getting it to work. I can give you a few links from Google about how to allow something through if you like? Or perhaps you know someone who is great with computers? I’m so sorry I can’t be of more help there, and I do apologize for this setback.”
Customer says, “Okay, sure I’ll take those links. I think I know someone who can help me at work, but thanks for all the help.”
Answer, “Anytime! I hope these links help you (insert your researched links) and that your co-worker is able to assist. If you still cannot download the free gift, let me know and I’ll find another delivery method for you. Also, for your trouble I’ve entered a coupon code: IST56R for your next purchase, just use it at checkout to get 15% off your next purchase with Garden Goddess. Thank you again for being a loyal customer.”