Posts Tagged ‘ Google ’

People Complaining or Dissatisfied With Your Business, The Difference and What You Should Know

People Dissatisfied

There will always be the dissatisfied customer. Whether it’s a lack of a feature or a fault in manufacturing, it will happen. It’s a fact of business, we are all human, and so we all make mistakes. As people turn to social media, companies should monitor places like Twitter, or use Google alerts to make them aware of when their company is mentioned. This type of monitoring will help them react quickly to emerging problems.

When a problem is found, don’t panic. Read, listen, understand, respond, and learn from the experience. Take the time to really listen and understand the person’s problem. Once this is done, be flexible in an effort to make good on the problem at hand. Be humble about your response and remember this is a person that is valuable to your company. There should be a learning curve in these interactions with your customers, and problems associated with them will diminish.

Instead of a having an angry customer, make them an ambassador to your company. People who have legitimate problems that you help solve will be valuable to your company. This is assuming your company understands groundswell and is transparent throughout the company.

Complainers

Now complainers are a different story. These are people who constantly complain no matter how hard you try to solve their problem. These people could be after a discount or simply never satisfied with your product.

What to do? Well quite simply, usually nothing. The people who constantly complain will quickly become unnoticed as people realize what they are and pay no attention to them. It is the electronic version of crying wolf.

If you’ve built a community with many supporters, the community will usually deal with these types of people. These people usually do far less damage than a person that leaves one complaint and gets no response from you. Misery loves company, in social media, this is the key thing to remember.

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How Social Media Is Helping In Japan

Japan has been hit with an earthquake, tsunami, a nuclear state of emergency, and a volcano. My heart goes out to them and I wish them all the best. The earthquake and tsunami has knocked out telephone lines while cell phones are spotty at best. This has prompted people to turn to social media. It was estimated that minutes after the earthquake Twitter was reporting over 1200 tweets per minute out of Japan. Twitter, Facebook, and Skype has helped people find loved ones and communicate with one another when there is no other way. Google has also launched their people finder service that is helping people to either find someone or help that person be found. Hopefully all the cynics who think social media is a fad will see the impact and realize social media is not going away. I have been watching the news a lot since this terrible event.  It’s interesting when I was searching on Twitter for pictures or videos and then I would see the exact same pictures on the news. It has also proven to be a great place for the people of Japan to gain information and connect with the government’s relief efforts.