The presence of social media makes it easy for businesses to see what customers are saying about their company online. Negative reviews are common and you should expect to have a few throughout career. How you handle a negative review can impact your business. Reviews are public and can be seen by anyone. If you receive a negative review you should:
1. Do Not Reply with Your Emotions
Seeing a negative review about your company may evoke negative emotions such as anger or annoyance. A negative review can feel like an attack, but you do not want to respond defensively. This can escalate a situation and cause it to circulate around the internet, giving your company a poor reputation.
2. Respond Quickly
After taking a little bit of time to collect your thoughts, you want to ensure that you respond to the review in a swift manner. If you ignore the review, the poster will feel their negative opinion is justified because you are not answering them. Ignoring a review will also leave other customers to think that you do not care enough to respond, or that you have poor customer service.
3. Acknowledge Their Complaint and Apologize
Customers who leave a negative review want to be heard. You want to make sure you empathize with them and are genuinely sorry they had a bad experience. Tactfully explain the issue and do so without placing blame on the customer. You can also explain their issue while adding some of your company’s strengths to help create a more positive view for the customer.
4. Contact the Customer
The best way to deal with an issue is to give them your contact information. This way you avoid public back-and-forth and can understand their issue in full. Talking to a customer on the phone or through email makes the conversation more personal. This usually creates a better environment for resolving an issue.
5. Learn from It
A negative review once in a while is common. Nothing is perfect. If you are receiving complaints or negative reviews about the same thing, you should try to understand why the issues are happening and work to resolve the issue within your business. Reviews can be used to your advantage.
There’s no doubt about it, social media has taken over the internet. As social media continues to develop from its infancy, it has become recognized as a useful and crucial business marketing tool – Businesses without a social media presence are not taken as seriously by the mainstream public and a lack of social media presence can even cause a business website website to rank lower in the search engines.
Anyone can be a successful social media manager with the right dedication and knowledge. What’s holding you back? Here’s how you can manage top notch social media accounts:
1. Recognize that you are Building Potential
When you create your social media accounts, it is important to recognize that it could take several months, or even years before you have a large enough audience to begin direct marketing. Spend that time building the trust of your audience.
2. Make it Relevant to your Target Audience
Not every post needs to be about the products or services you offer. In fact, most of your posts should not be sales posts. The reason: People grow weary of advertisement after advertisement and tend to unfollow pages that do that sort of thing. Additionally, some social media websites might have rules that explicitly prohibit those types of posts.
3. Don’t Overdo it, Don’t Underdo it.
Think about your target audience. How much content from you would they like to see per week? A post every hour will get you promptly unfollowed. A post once per month might not be noticed. 3-5 posts per week is often the ideal range to curate regular content without being seen as overbearing by your audience.
4. Keep Posts Consistent
Create a social media schedule and stick to it! Ask yourself when your audience would likely see your content. Many businesses create a yearly social media calendar and plan their posts well in advance. If you plan to post on Monday mornings, Wednesday afternoons, and Friday mornings, do it consistently. Users will come to expect to see content from you. That helps to build loyalty.
5. Don’t Reinvent the Wheel
It is okay to occasionally share content from non-competing businesses, if it is relevant to what you are doing. Why write something new when it already exists?
6. Create Original Content
This is the most crucial part of your entire strategy. If your content is no good, or you are only reposting other people’s work, you won’t get much engagement. Leave the platitudes for the lovesick teens to post. They have no place on your page. Instead, create content that is relevant to the clientele that you serve. Keep it relevant to your page, but also make it interesting and engaging to them. Don’t repeat what has already been said or done. The more original, the better!
7. Engage your Clientele
Your clients WANT to talk with you. Give them a chance by asking questions and creating things for them to engage with.
8. Be Prompt
Let your customers know you are there for them. Reply to all messages, whether they are positive or negative. Aim to reply within minutes. Do not ever take more than one hour.
9. Graphics are Important
Your branding and overall graphic design, including your logo and header images, are the first thing your users see when they come to your page. Invest in good graphic design. Keep the design relevant to your clients and make sure it is appealing.
10. Be nice
Negative reviews will happen to any successful business. If possible, respond and do everything you can to make the customer happy. Sometimes this might not be possible. In that case, remain positive with any responses you might give. Defensiveness is looked down upon by social media users.
We understand that you are your customer's first line of tech-defense, and as such, you'll be answering the majority of questions for our products. To make sure that you're armed with the answers you need, you'll receive full assistance from our training team in setting up your first installation, and as much continuing support as you need. In addition, you'll receive an in-house copy of our products for you to learn and use in your own business.
As a partner, you'll find that our products dovetail nicely with your existing monthly service plans. Our software is reasonably priced, and sold on a per-user or per-station basis. You receive a substantial discount for each customer license that you sell, and at the same time are free to choose the price point that suits you. To keep the billing aspect simple, we only charge you once per month for the total customer licenses you have installed. Your discount rate is determined by the role(s) that you take on. For instance, if you'd prefer to have our team do training for you, we can do that!
If you are interested in becoming an Integration Partner or have any questions about the program, contact AppleButter at 888-724-4531, or visit our partner program page at https://applebutter.com/partners/ip_signup.php to request more information.
Our mission at AppleButter is simple: to make the lives of the people and businesses who use our software easier by maximizing their efficiency. We love working with people and value our mutual business relationships. Recently, we spent some time brainstorming ways to deepen those relationships. Our Referral Partner program was one of those ideas.
Why would you want to be a Referral Partner? It is a symbiotic relationship between you and AppleButter: you help us generate leads and you earn a profit from each lead that turns into a sale. AppleButter products also provide huge benefits to your clients - Our products are made with the sole purpose of maximizing an office’s efficiency, helping the office to run on-time or ahead of schedule and saving them money in the process.
The Referral Partner Program can be broken down into three steps.
Step 1: The Referral Partner goes about their normal business. The only difference is that the Referral Partner is identifying clients that may benefit from AppleButter products. They determine if those clients might be interested in our products and send us the leads.
Step 2: AppleButter contacts the leads and handles the entire purchase process.
Step 3: The Referral Partner is paid a commission for each purchase from the leads they referred.
That’s it! Referral partners do not handle product support or installations, and are not responsible for billing. In fact, aside from lead generation, the only other thing our referral partners are responsible for is depositing the checks the AppleButter sends them when a lead is converted to a sale.
If you are interested in becoming a Referral Partner or have any questions about the program, contact AppleButter at 888-724-4531, or visit our partner program page at https://applebutter.com/partners/rp_signup.php to request more information.