Monthly Archives: February 2015

If you’ve built your business’ social media presence, at some point you’ll have to deal with negative feedback. Social Media is a unique public environment that has its own type of culture and expectations. Traditional customer service and public relations may not always be enough. How you, as the business owner, handle negative comments will go a long way toward creating a new customer or driving a potential sale away. Read on for tips on how to handle complaints or negative feedback online.

The following tips can help you handle a negative comment appropriately, keeping your customers happy and coming back.

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Address the comment efficiently: usually negative feedback falls into one of the following categories: a business error, a misunderstanding, a complaint or spam. Identify the category and come up with a positive solution that addresses the issue.

Don’t delay: word travels fast on social media platforms, so respond quickly, particularly during a bigger issue. You should respond in hours or less, not days later. A slow response can damage your company’s reputation and credibility.

Respond to each complaint in public: the culture of social media demands that you are addressing the issue so the public can see your reliability. You do not need to discuss every detail in the public space. Try posting, tweeting, or commenting back in response with something like “please email me more information” or “looking forward to helping you. Can you message me more?” Also when it is all resolved, communicate that back as well on the platform. Say something like “Thanks so much for letting us know. I hope the issue has been resolved for you.” Follow up is very crucial. Make sure you comment on the original stream where the complaint was written.

Usually the customer is not seeking to rat you out on social media. They just want to vent to other users or try to force you to address the issue. You can turn the complaint into a golden opportunity by jumping at the chance to publicly show that you are there to provide a service and to help them. You are approachable and available to resolve problems. You are demonstrating that you follow through and get back to your customer quickly.

Don’t be defensive: When you get a negative comment, don’t take it as a reflection on you or on your business. Handle the comment but do not react defensively because you do not want to escalate the issue. Be accommodating, polite and listen to what the complainant has to say.

Recognize your mistake: If your business made an error, don’t hide it. Don’t delete the comment or ignore it. It will only aggravate the commenter, or move the conversation elsewhere. Deleting things on the internet will bring into question your integrity to the complainant and all your followers. You do not want to challenge the person negatively. Remember, this is in public, and you are being judged by all your followers. You can block users who abuse the site, and remove inappropriate comments (ex: racist, derogatory, etc.). Mistakes happen, and you just need to deal with them. Recognize the complaint, apologize publicly and then take the conversation off the social media platform to resolve the problem.

Offer an incentive: When it comes to handling complaints, sometimes you have to go the extra mile to keep the customer happy and get a positive out of the situation. If the person isn’t satisfied after your explanation, you can offer a business service or a discount to convert the complainant to a satisfied customer.

Ask for an explanation: If someone posts a negative comment you still need to address the comment. Ask, “What do you feel I did wrong?” and go from there. Ask them what a good resolution would be. It’s basic customer service. If they are not satisfied, apologize and compensate them.

Set the tone: the general nature and tone of your posts will set the rules of engagement on your site or page. A pleasant and positive tone creates an atmosphere where aggressive negativity or attacks will seem out of place. If your comment stream is nice and open, it is likely that your followers would come to your defence. On the other hand, avoid sounding like an authority and never try to outsmart anyone since the internet is always smarter.

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If you are trying to create a web presence for your business you should know that social media can be an extremely useful and advantageous marketing tool for growing your community and getting your product or service exposed in the online world.With some time and effort put into a few social media pages, you can bring in new clients.

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Marketers are well aware that there may be an occasional slip up and all their efforts backfire when it comes to Facebook promotion (or any other social media marketing for that matter). Maybe you are not getting many followers or you are attracting the wrong kind of followers. What can you do to fix this? Here is a collection of some common and quite basic social media mistakes that are made by new business owners who move online along with the solution to resolve them. It is simplythe best idea to avoid making these Facebook don’ts in the first place because damage control may end up taking forever. If you are one of these unfortunate souls that make a common mistake, don’t fret. Take it as an opportunity to show your audience how committed you can be and show them your best effort to come back gracefully from the fall.

5 Common Mistakes:

#1 Not using or misusing your account

When followers see that there is hardly any activity on your profile or business page, they automatically assume that you do not put the effort in. The easy fix is to make sure you update at least twice per week with posts that are relevant to your business brand image. Remember that posts don’t need to be long, just so long that they are there. This gives an impression that you care and are actively there for your audience.

Other times, users end up treating their professional accounts as personal pages. Do not make the mistake of posting controversial views. Instead, stick to neutral opinion while still giving your online presence some personality. Try to keep your personal and business accounts separate. The business account should still maintain an aspect of professionalism.Don’t lose your credibility my making spelling mistakes either. Reread before posting! You may choose to link the two so that your followers can discover the person behind the brand if they so desire.

#2 Not customizing your profile

When you set up your social media account, you are in charge of customizing it according to your business brand and the image you are trying to evoke. If you leave your page blank, how would you expect to bring in fans? You have to appear trustworthy and be a little imaginative. A quick fix is to give a basic outline of information to establish an identity…this can include your brand name, logo or photo and a brief description of who you are and what you do as a business.

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#3 Posting at the wrong time and frequency

Avoid posting when your fans are all asleep. Save your update for the daytime when your followers are logged on and active. Try weekends, mornings or after work. In addition, when you post too often it could end up annoying fans instead of helping you. If you post too little you will not be noticed. Find an in-between. A simple fix is to look at responses you get on your posts and note the time so you can posts according to when your fans are active.

#4 Not linking back to your page

Why post anything about your most recent blog without linking back? Give links even if you mention the title of a blog or reference with a hashtag. Audiences won’t bother searching for your much if you don’t link.

#5 Lack of engagement

It takes a lot of effort to gain followers and sometimes you may attract ones who may not necessarily have interests in line with your brand. Try to follow people who you think would be a good addition to your network. Follow influences in your business community.

Once you have followers, you need to maintain their presence by interacting back. The point is to collect a community of people, not just empty accounts! Your followers are your potential clients and they should be valued. Acknowledge them and thank them for any contributions related to your business page. Start a conversation and invite them to visit your blog or give feedback.

Social media platforms such as Facebook are a beneficial tool and powerful way of reaching out to your audienceand future clients. If you use your accounts with these guidelines in mind, you will increase your chances of getting great customer engagement and support!

Pinterest—A social media application created entirely for those who love visuals! Pinterest is an online pinboard, a visual take on the social bookmarking site. Unlike other social bookmarking sites, such as Digg and StumbleUpon, content shared on Pinterest is driven entirely by visuals. In fact, you can’t share something on Pinterest unless an image is involved. And what better visuals are there than those of food?! As we are all aware, the best way to gauge interest to your business is to create a social media page for it. Social media attracts audience and customers like magnets attract metal! Of course, as the attraction of metals depends on the strength of the magnet, the quantity of audience that you attract depends on the quality of your social media page, and the kind of social media page you have.

The number one activity of restaurants on Pinterest is to post pictures of their menus. Descriptions that ignite imagination is great, however, nothing can beat mouth-watering images of the delicious food! Pinterest is the fastest growing and the second largest social network today. Every restaurant should have a Pinterest account showcasing their special menus, their interior and their specialties. Not only will the Pinterest account be a good way to increase attraction to your restaurant, but will also be a great way to get input on the food that you are providing. Pinterest is a great way to engage with your audience and communicate with your customers.

Your restaurant Pinterest is not limited to photos of food. Here are a few ways in which restaurants can integrate Pinterest Marketing:

  1. Post photos of each type of meals that you serve ( plated dishes, appetizers, entrees, desserts)
  2. Post pictures of bar taps, wine and liquor bottles
  3. Post pictures of your kitchen staff in action working their magic
  4. Post pictures of guests taking pictures of their food (permission first!)
  5. Create a board spot lighting all the staff members with their short and sweet bios
  6. Pin interesting recipes, humour, facts and quotes
  7. If you also manage a blog, then pin your blog articles!
  8. Use incentives like giveaways and free meals

For a successful Pinterest account, it is necessary to ensure that you are active, and are paying attention to what people are enjoying and pinning. With high quality pictures of food, it is possible that your images may be pinned at a faster rate than expected; hence it is vital to ensure that you are active and post quality images on time and on a regular basis. However, this does not mean that quantity should surpass quality, remember; engagement only happens at the presence of quality AND quantity.

If you own a restaurant and haven’t started a Pinterest account you are missing out on the Pinterest’s love for food! Pinterest hosts well over 5.7 billion food-related Pins and over 100 million total food boards! At this point, it is safe to say that Pinterest is Foodaholic! Pinterest is the fastest growing site in the world. Not only that, it is the 27th most visited site in the world! Under no circumstances would you want your food business to miss out on the opportunity to shine!