Don't Fight with Angry Customers

I want to speak today about angry customers and customer service. I've watched social media change the platform as to how certain companies deal with upset customers. Now, you will not please all of the people all of the time. You may even come across customers who are not happy no matter what you do or how much you do for them. But, if you do come across an angry customer on social media know that fighting with them in public is going to backfire on you.

So, how do you deal with an angry customer on social media? First, don't ever right with them. Next, respond in a short and concise manner. Invite the person to email or call you directly so you can further investigate the matter. Don't apologize for anything right away. Instead, focus on being empathetic and address the concern by stating you will investigate the matter. You also have to actually investigate the matter. If your company did something wrong, or not up to par, then you do need to apologize and make it right. Also, if your discover your company didn't do anything wrong, don't state that to the customer. Instead, explain how they could have misunderstood the action and that your company will work to inform customers better.

Make sure you also always draft a response and wait a few hours, if not a day, before responding. You have to make sure your response isn't vile or liable, too. There is no real way to predict every situation from upset customers, but if you use these guidelines to address social media complaints then your company (and its brand) will be better off.

Until Monday,

Twyla N. Garrett

You're Not THAT Busy!

Many business owners who I know use being busy as an excuse NOT to take on more responsibility or review the inner-workings of their own companies. You can't ever be too busy to not know what is going on with your company or explore further options and opportunities. That is why I am listing some tips to fix your schedule and lure you away from the "busy" excuse.

Author Laura Vanderkam offers some great advice when it comes to saying, "I'm busy." She says one should replace the phrase with "It's not a priority." This actually works. Imagine stating "I'm not processing payroll today because it's not a priority," versus stating "I'm too busy to process payroll today." It does change the way we business owners consider our own actions, right?

I like to review my own expectations. I know I am up at six in the morning. I know I don't settle into bed until ten or eleven at night. So, how can I be THIS busy? Really addressing your schedule and how much you can get done in a day compared to how much you want to get done in a day is key. If you really abide by a schedule and understand you can accomplish the same thing in a short email instead of an hour long "brainstorming" meeting- you will cut down on your "busy" schedule, stress and nightly worries of what has to be done the following day.

Procrastination is not good for anyone, especially business owners! Take ownership as to why you are "busy" and what you are not accomplishing in day-to-day activities in order to fix the problem.

Until next time,

Twyla