Responding to Your Customers

Rob Winters: [00:00:00] This is the PodOpsMedia Podcast, where we dive into marketing tips, tricks, and trends for entrepreneurs and small businesses. I'm your host, Rob Winters. Today's topic; Responding to Your Customers.

[00:00:13] How many times have you sent in an email to a website and never heard back from anyone? Or it took an incredibly long time. I'm not talking about the Amazons of the world. They have dedicated support teams to help you. I'm talking about local businesses you order dinner from who maybe forgot something or the store that sent the wrong size.

[00:00:31] If you own a small business, you need to respond to your customers even when they are sending in complaints and you need to be timely about it. For my own clients, I see customers respond through social media direct messaging, email, and chat support. The area where I see most clients fail is social media direct messaging. Often no one checks these.

[00:00:50] Ensure that if you are on a social media platform that is connected to your phone as the business owner or the phone of someone who can handle customers. Set internal expectations on how quickly a reply should happen. As a rule, on my own team, we expect a two-hour reply on a DM and email messages. Responding in a timely manner will circumvent negative online commentary and help establish a stronger brand relationship by showing you actually care.

[00:01:15] What channels do you use to interact with your customers for support? Share them in the comments on this episode at PodOpsHost.com/Tips and join in the conversation.

[00:01:24] Thanks for listening. Be sure to subscribe at PodOpsHost.com/Tips To keep up with weekly marketing tips.