Patient Attraction Episode 356
Yesterday, we looked at 5 tips for giving good customer service. Today I want to tell you three ways that bad customer service on social media could be costing dentists patients. Stay tuned.
– Colin here, and I hope you remembered to move your clock forward an hour this morning.
– I hate losing that hour of sleep.
– Today, I want to talk about customer service and social media.
– Whether you have a Facebook, Google+ or Twitter account, or even a blog, you probably realize you are going to field some customer service issues on them.
– American Express surveyed Americans about customer service, and here are 3 common complaints about how companies use social media poorly:
- Taking too long.
– According to the survey, customers expect a response via social media in 30 minutes to an hour.
– 30 minutes to an hour!
– Are they kidding?
– Unbelievably, they expect a response in even less time via Twitter.
– But the average response time is more like a day on Facebook and half a day on Twitter.
– That seems reasonable to me.
– Problem is, customers are who matter.
– If you are going to have an active social media, you need to be prepared to meet these demands.
- Being disrespectful.
– Minimizing someone’s problem is bad.
– Being flippant or sarcastic is bad.
– Apologizing and taking ownership – that’s good.
– Acknowledge that you have received the comment and you are looking into it.
– If you know immediately that you are in the wrong, say that you will get it taken care of.
- Passing the buck.
– If someone leaves you a Facebook comment, respond on Facebook.
– Not only do you reach the original poster, you reach others who saw the post.
– If you must move the conversation offline, take the initiative.
– Don’t ask the person to call you.
– Work around their time.
– Why is any of this important?
– Customers who reach out to a business via social media for customer service tell three times as many people about the experience as those who reach customer service using traditional means.
– I hope you’ve enjoyed our weekend series on customer service.
– Until tomorrow, keep moving forward.