If you use the internet, you must know these 5 steps that everyone who wants to make their customers happy follows. In online sales interactions, presenting your company, and even in private use, they are the key to success. With them, you will gain credibility, reputation, and most importantly, customers will return to you because they will always leave satisfied. They are the golden rule for everyone who realizes that being present on social media 24/7 is a significant competitive advantage.
Write them down on a piece of paper and always keep them with you. They will come in handy when you don't know how to conduct a conversation with a customer or when you notice that both of you in the conversation are becoming dissatisfied. It might save you some tough times even in private life.
These steps are quite simple:
- Listen carefully.
- Respond quickly.
- Establish a connection.
- Be specific.
- Say the customer's name.
1. Listen carefully
Listen, listen, and listen again. Focus more on what the customer is saying rather than your response. Make an effort to understand. By listening, you will gain important information and only then establish a relevant conversation. Know that:
- We listen to learn.
- We listen to be informed.
- We listen to understand.
- We listen to gain information.
In your response, internalize the approach that everything is just a hypothesis and that you too can be wrong.
Be suggestive rather than instructive. Avoid phrases like "definitely," "undoubtedly," and replace them with "maybe," "I think," "at this moment it seems."
In social media, it is interesting that those who tackle certain issues have more followers than those who just present a brand. Keywords are also more important than brands. Therefore, it is necessary to listen to others, not just influencers.
2. Respond quickly
Via Twitter or Facebook, customers expect a response in less than 60 minutes. Quick responses are extremely important. Posts are even measured in minutes.
In general conversations, 53% of social network users expect a response in less than 60 minutes. For complaints, this share rises to 73%. After 60 minutes, the first signs of dissatisfaction begin to appear.
What happens if you don't follow this?
Surely you've heard before: "I will tell all my acquaintances and friends." In social media, word spreads quickly.
3. Establish a connection
For someone who reaches out and starts a conversation with you through social media, it is a special honor and privilege. The conversation is also displayed to hundreds of other profiles and accounts connected to them. When someone decides to start a conversation with you, be grateful and respond immediately.
If possible, be connected with your audience through social media 24/7. If this is not possible, which is understandable, especially if you are a small company with a small team, inform when you are available for contact. You can simply do this through posts. When you are available, write a post "Good day! Today with you Janez Novak, how can I help you?" and when you are no longer available, write a post "See you again tomorrow!".
4. Be specific
A rule that yields good results in email marketing. Emails that are specific or even personalized have the highest open rate. To execute this as best as possible, social networks provide you with everything you need. When someone mentions you in a comment or sends you a message, check the user's profile. There you will find information about their place of residence, website, favorite sport, education, interests, employment... All this will help you craft a response specific to that user.
Such personalization of your responses will refresh your conversations and elevate them from the gray, everyday averages.
5. Say the customer's name
A person's name is to that person the sweetest and most important sound in any language. (D. Carnegie)
Directly addressing by name and even repeatedly using the name during the conversation is considered one of the most important triggers in marketing.
The customer's name in a personal profile is generally not difficult to obtain, unless they are hiding behind nicknames. Before you give a response, be sure to check the customer's name and include it in the response. Of course, be careful not to make a mistake with the name, we all know how awkward that can be, especially in private life.
