If a customer (soon to be former) makes a negative comment in the Socialsphere and you are not actively engaged in social media, does the disgruntled customer still make a sound…YOU BETCHA!!!!
Negative feedback can be a good thing…If you are prepared to respond! What a great story you can tell if your client expresses discontent and you actually step to the plate and make amends.
If you never hear a negative word about your product/offering/organization, more than likely you are not listening or perhaps your not worth talking about in the first place.
- Make customer service/customer retention JOB 1 through 5
- Develop a plan to strategically react in the event something goes less than perfectly (we have all had to deal with clients that expect the impossible).
- Get on line and listen
- Give your clients AND prospects a convenient avenue to communicate with your team before/during/and after the sale.