More and more we come across businesses who are afraid of being on social media – because they are scared (their words) of what will happen. When we spend some time with them to work out what it is exactly they are scared off – on the whole the verdict seems to be “What if someone posts or says something bad”. Our answer to that: Wouldn’t that be great!
Of course, as you would imagine, this response results in some frowns and side long looks and our mental telepathy (or inner voice…lets call him Frank) tells us that they are repeating the words “are you friggin’ crazy or what?” in their minds!
Let’s explore this a bit shall we? Human nature has built us to want to be LIKED, however, when someone perceivably does not like us….our world shudders just that little bit. How true is this for you? Well, interestingly that little bit of shuddered could be the one thing that holds your business back from achieving customer stardom.
Off the bat my instant reaction was: yeeek – someone has to clean that up, but then I giggled. What I also absorbed though was that this diner customer was probably quite justified in being annoyed because it must have taken him some time to write this in Ketchup on the table and take a photo of it – and still no-one paid him any attention…until he had left.
Where’s the learning here? Well – as a result of ignoring a customer…the diner not only lost him as a customer, but also all the people he was about to share this photo with on his social media accounts. Before the advent of social media (as we know it today)…the diner owner would probably never have had an opportunity to recoop the damage they made in that customer’s expectations.
In the information age we live in now, as business owners we can ill afford to ignore the impact and power of social media channels on our brand, business longevity and the effect it can play on customer loyality. If you are a business owner or a decision maker in a business (tiny, small, big or massive), you especially cannot afford to ignore it or put it aside one more day to “think about later” when you have “more time”.
Now – the ticking question at the back of your head might be – so what did the diner owner do? Well – I don’t know the answer to that, but if it was me:
- I would have been mortified that my servers hadn’t spoken to that person in 30mins of being in the diner
- The server would have gotten some feedback about what to do differently next time (that’s a polite way of saying it)
- If I was on Facebook (as a business page for the diner), I would have taken a picture myself of the ketchup note and used it to post about what not to do…and run a competition to find out who the customer was…so that I could wow him with how the diner NOW operates and given him free breakfasts for a year for raising to my attention.
Moral of my tale:
When you get feedback…in any shape…take a moment and then react. Your customer/audience/client is trying to tell you something – what is it? And how can you learn from it to instantly do more of that which pleases them or take action to improve anything that is turning them “off” to you and your business.
There is no FAILURE….only feedback.
We’d love to get your thoughts/reactions on this subject – so feel free to comment below: