The great thing about social media is that fans of your business will use it to let others know about their experience, but this can be a double-edged sword. At the same time, the worst thing about social media sites, like Twitter, is that folks who do not like your business can nearly instantly let others know about it, which can spread like wildfire.
Praising a place, checking in by tweeting their location, commenting on a restaurant’s menu or ambiance, or letting friends and followers know about a store they’ll never step foot into again – these are just some of the common tweet scenarios you’ll come across while perusing Twitter.
It doesn’t matter whether Twitter is part of your local social media campaign, you definitely need to stay alert, and monitor what is being said about your small business. Fortunately, you do not have to assign an employee to monitor the Internet for tweets about your small business. There is a free service called Twilert that will do it for you.
You simply sign in using Facebook or Twitter and then schedule Twilert to email you at set interval – from every time someone tweets about you to once a day. There are different pricing plans, but there is a free plan that sends you one Twilert per day.
It’s important that you be ready to respond to any complaint in a positive manner that will reinforce your good customer service. If you see something negative being said about your small business, don’t tweet back irrationally, defensively, or in a retaliating manner. Just simply tweet them that you are sorry, and apologize that they were not fully satisfied with their visit to your establishment, and instruct them to contact you privately via email so that you can resolve the issue, and potentially have another opportunity to give them a better customer experience.
If they do contact you, make every effort to satisfy them and they will most likely tweet about your customer service and what a great business you are! Social media platforms like Twitter can be one of your best marketing tools. Smart small business owners make every effort to manage their online reputations, and Twitter can serve as an open ended way of improving customer service.