Week 3 Part A:Communication - Business & Consumer
Since the beginning, social media will always have problems with trolls. Trolls thrive on the somewhat private bashing of celebrities, business, and maybe even friends and family. Sometimes a business is faced with damage control on the bad reviews and rumors. You can't delete anything on social media, because once it's published, you can take it back. The only thing to do is have a contingency plan on whether or not to respond to a bad review or just let it be.
For me, I think social media has made it easier for me to get problems solved involving a business. I rarely do Yelp reviews, unless I had an impactful experience whether good or bad. I used yelp one time for a dentist company I used to go to. They listen and monitor the reviews closely to a point where I had a conversation with the dentist that I have a bad review to, which made me feel valued as a customer. Being open and be willing to have a conversation with your members and customers can truly make a huge difference on reviews via social media.
Adding to the point on how social media can help a business, it can allow for the business to highlight the actual people working for a company. The employees of the business can be engaged to consumers in real time. Stretching out this idea to the world of theatre, I followed Dirty Dancing the musical at the Civic Center, one the cast members reached out to me and thanked me for the support. About a decade ago, the dynamic between actor and audience members shifted from an observer to someone who you can connect with and you don't have to ask for a phone number. You simply have to follow them.
For me, I think social media has made it easier for me to get problems solved involving a business. I rarely do Yelp reviews, unless I had an impactful experience whether good or bad. I used yelp one time for a dentist company I used to go to. They listen and monitor the reviews closely to a point where I had a conversation with the dentist that I have a bad review to, which made me feel valued as a customer. Being open and be willing to have a conversation with your members and customers can truly make a huge difference on reviews via social media.
Adding to the point on how social media can help a business, it can allow for the business to highlight the actual people working for a company. The employees of the business can be engaged to consumers in real time. Stretching out this idea to the world of theatre, I followed Dirty Dancing the musical at the Civic Center, one the cast members reached out to me and thanked me for the support. About a decade ago, the dynamic between actor and audience members shifted from an observer to someone who you can connect with and you don't have to ask for a phone number. You simply have to follow them.
Hi Megan!
ReplyDeleteSocial media defiantly has a lot of trolls. Like you mentioned reviews for business is fairly new and it really gave the upper hand to the consumer. It really made business really be more considerate about little things because if you have many bad reviews no one will want to go to that business. I think now a days asking for a phone number is more personal. Having social media provides that less intimate encounter.
Sincerely,
Nancy
Online Manager
Hi! … Awesome blog post. You highlighted really good points on why responding to social media inquiries are good, as well as why responding to trolls is ineffective and extremely pointless to one’s business. Hopefully through constructive critiques, a business is able to weed out the “trolling” type of comments and act accordingly. Yelp is an awesome tool with learning about a business, and how well they treat their customers.
ReplyDeleteIt is so true that deciding whether or not to reply to a bad review can be tricky business. You know that other customers will eventually want to see how you responded so it is important to keep your cool and maybe offer a solution to their problem (in a very professional way of course). I like how you pointed out that once you post something on social media, it is there to stay. I've seen some business owners that just don't seem to care and totally rip into customers who leave bad reviews. They lose my business instantly. Thanks for sharing!
ReplyDeleteThese trolls are everywhere in the social media world. They will troll on others and bash them for their image. Big point you made on whether you don't respond, respond positively and or negatively. That is the highlight in knowing your next move on how to project yourself. I don't do much yelp reviews but I know my job I get rated upon a survey. We do receive a lot of feedback that reflects upon myself. I usually try to be as professional and humble to my customers for the best feedback. If their is a bad review I see it and also management. That is when I call and see what went wrong. I try my best to keep calm and listen ! Good job!
ReplyDelete