The goal of every business owner is always to serve potential customers with the best possible service while retaining existing clients. However, the road might be smooth for some, but may not be for others. This does not mean that you do not offer an exceptional service or that you lack a great product.
Currently, the best way businesses have been able to stay atop of financial limitations can maximize online channels, to reach a larger client base.
This appears a more cost-effective and measurable medium of marketing as against the traditional medium of marketing. While buyer-seller relationship in the open marketing will involve a lot of back-and-forth and negotiation, which helps to enforce buyer-power.
The case is usually not the same when selling online, the ability to convert a possible lead into a paying customer online is a lot different; the buyer-seller relationship does not exist in a physical setup. Thus, it is important to maintain as many positive sentiments as possible to influence buyer-power.
However, in a few cases, the feedback on a product may not suit the business goal, but it is best never to ignore complaints. As a business owner, you have to be very active on your social media channels, acknowledge both the positive and negative comments.
While a simple thank you for your patronage on a positive, the comment goes a long way, an apology and further clarification on a non-satisfactory comment go a long way too.
As a business owner, it is time to take away emotional sentiments while you deal with customers, practice empathy as it aids the way you address complaints faster and more accurately without holding back because the moment you refuse to do this, you come off as rude and this a turn-off to other potential customers.
Finally, investigate the chain of the complaint, swing into actions and make amends immediately or give a period, offer a gift, or a replacement if you can to avoid brand denting from the complaint of the customer.
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