Crystal Media

Marketing Clarity.

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(Video) One No-Brainer Tip to Drive Sales

Last week Bryce, our Sales and Marketing Coordinator, and I walked around Carlsbad Village to meet some local retailers in our area. It was a sunny, warm California day and you could smell the saltwater in the air (did I mention our office is across the street from the beach?). All in all, it was a great day! We met with some awesome people and left a helpful free resource, but one encounter stood out to me the most – and not in the best way. Which is why I have to ask…Are you missing out on sales by not doing this one, no-brainer thing?

By the way, I want to preface this for anyone new to the Crystal Media blog, I (Pauline) do NOT make videos, I prefer to write. But I am so passionate about this topic I thought it was best to film it.

Want the free Social Sharing Guide we were handing out? Click here to download it now.

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Use Facebook’s Automated Responses to Up Your Customer Service

I don’t know about you, but I have extremely HIGH customer service expectations.  Maybe it’s because I’ve worked in a variety of customer service jobs or maybe I just expect the best. 🤷🏻‍♀️ The team can vouch to this any time I’m describing a business I visited. I will start by either saying what great service they had or how I feel the service was lacking. My minimum expectation with any business is that I’m cheerfully greeted, engaged in conversation and all my questions are answered. The list can grow from there depending on whether I’m a regular, or the level of service the business claims to have.

I get it. There are times when it’s hard to offer great service to every customer that is walking in, calling you, or contacting you. But I have a tip that can make it much easier:  Use the Facebook Automated Responses to answer FAQs so your customers aren’t waiting hours for a response when you’re slammed. That’s it. Set it and forget it. Another great thing about Automated Responses is that you’re able to manage customer expectations by giving them a realistic time frame for how long it will take to receive a response.

Here is some of the info I would include and, of course, this will vary by business. 

  • Holiday hours
  • Any specials, promotions or events that are happening or coming up
  • Your return policy 
  • A link to your website if you sell online
  • How long it will take for you to respond

Take the time now to update this by going to your Facebook page —> Inbox —> Automated Responses —> Instant Reply. You may just save yourself having to deal with a lot of customer frustration later.

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How to Handle Negative Customer Feedback

We get it. Running a business is tough enough as it is. But then… BAM! There it is. That negative comment on your Facebook Page. That 1-star review notification from Google. That harsh criticism posted on Instagram. Ugh :(. You start to feel all the emotions – anger, frustration, confusion – but you’re not quite sure how to handle the negative customer feedback.

Check out these DOs and DON’Ts for responding to negative customer feedback online so you better understand just how to handle your next 1-star review.

DO Respond
Whether positive or negative, always respond to comments made about your business online. It’s a great way to show off your customer service skills. If a comment has got you heated, a good rule of thumb is to wait at least an hour before responding. This can allow for more clarity and professionalism rather than anger, denial or defensiveness overtaking the tone of your message.

DON’T Take Them Personally
I know, I know. This is really hard to do. Your business is your proverbial baby and every remark feels like a slight on how you’ve grown and nurtured it. But there could be many reasons why someone leaves a negative comment or review. Take it as your chance to respond constructively. If it’s a negative attack or out-of-line comment on you, your appearance or a staff member kindly respond that you don’t tolerate any form of bullying or negative speech on your pages.

DO Take Responsibility
The customer is always right, even when they aren’t. Never place blame on the customer but rather take responsibility to correct the situation. Apologize if necessary and then provide a solution to make things better.

DON’T Be Afraid to Take it Offline
You have the power to change the tone of your customer interaction. By reaching out to an upset customer you show that you take customer feedback seriously and value customer opinion. This also gives you the chance to talk with them in private, and you can potentially turn a negative comment into a positive one.

Remember, you’re not always going to be able to please everyone. Do what you can to handle the situation and then move on from it as quickly as possible. You (or your business) don’t need to hold on to any negativity!

To turning your next 1-star review into a 5-star!

Erika