Wednesday, September 6, 2017

Week 3 Communication-Business and Consumer Part 1

I have experienced communication issues on social media with a business that I purchased a Groupon 90 min massage from. They were a local business in Carlsbad. I tried for over two weeks leaving phone messages with this particular business, or when I would call it would say the voicemail is full. They had no website or email to correspond with. I finally gave up and was able to get a refund with Groupon. I noticed this business was getting reviews on Yelp and Groupon from other customers stating the same problem. I did not take to Yelp or any other social media to blast them but I thought about it.


I have personally had a positive experience using social media. Being a massage therapist myself I have received good comments and reviews on both Facebook and Yelp. I always respond with a thank you in return. If I were to receive a  complaint.. first I would be mortified... then I would gather myself together. Next of course I would respond to try my best to communicate back to this unhappy client to get the issue resolved. I would reach out to them using the platform in hopes first of to satisfy the complaint and to show other potential customer that I am attentive. I believe people tend to realize that things happen where every single customer will not be satisfied. Also I think that the effort put forth to resolve it would show good character on my part. Because of the resolution, or attempt to resolve, a potential customer may still choose  to do business despite the complaint or negative review.
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8 comments:

  1. NaliaSeptember 8, 2017 at 12:21 PM

    I Love your blog! I agree with you is always good to try to reach out to the unhappy costumer to better understand their complaint and go an extra step to make them feel important and understand ed.

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    1. UnknownSeptember 9, 2017 at 9:22 PM

      Thank you Nalia, I totally believe in customer satisfaction and never want to lose site of that. Without customers a business is nothing.

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  2. UnknownSeptember 8, 2017 at 3:52 PM

    Having unhappy clients is not what business wants but if we have some, we just have to find the way to deal with them properly. Sometimes it's hard to do when you know it's not your fault but you still have to accept and help them solve the problems :(

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    1. UnknownSeptember 9, 2017 at 9:23 PM

      Hi Krong, nice to see you in another class. I know you will be making happy customers.

      Delete
  3. Jennifer LazarSeptember 8, 2017 at 4:17 PM

    I like your honesty, that you would be totally mortified as a business owner to get a negative comment! I also agree that even an attempt to resolve could show your transparency as a business owner and maybe keep the customer irregardless of one negative experience.

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    1. UnknownSeptember 9, 2017 at 9:26 PM

      Hi Jennifer, thank you for your reply. I think everyone has had an off day or there are the people looking for a reason to be negative to a business that is beyond control. I would absolutely do my best to resolve the situation. Thanks again for your clickable name link idea :)

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  4. UnknownSeptember 12, 2017 at 8:28 PM

    I think you are spot on for resolving issues with composure as a business owner. Also, I really like that you reply to good reviews and show gratitude. Im sure those two actions alone will keep a good business flow for you.

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  5. Jasmin VSeptember 12, 2017 at 8:48 PM

    Kay,

    Yes, small business or business not operating with social media can be challenging to communicate. I am sorry about your experience on them not responding back to you. Social media is a great tool for all business.

    I am happy to hear you have had great experiences in your personal business. Successful business will grow with positivity.

    Have a fabulous week!

    Jasmin

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