Week 3A: Communication - Business & Customer

 

   Communication: Let's Talk About It!

Communication is key. We hear this all the time. It is an important part of the doing good business. We rely on our customers to help us grow and sustain our business, so why then would we turn our backs on them when they had something to say?? A good business would lean in and LISTEN.

   I have felt the frustration of reaching out to a business hoping to get a quick response only to wait days and days before having to reach out yet again. It is often times the reason that customers find another company to business with. Social media has made it easier to locate and research businesses before deciding on one to contact. Reading reviews has been my favorite part. What better way for customers to spread the word on good or bad businesses than reviews! I would admit that I am always quick to read the 1 stars before delving into the 5 stars.

   Social Media has made businesses feel more personal and reachable. If you have a question or concern about a business that has a busy social media image, you expect them to be able to respond quickly. Having access right on your cell phone or computer is a great perk for keeping up communication between businesses and consumers.

Communication between businesses and customers can sometimes be ugly. Unhappy customers can vent all their frustrations on their personal social media or on a businesses social media through a review. Potential customers are able to view these complaints before they decide on the company to purchase from. I always cringe when reading a businesses response if it is not coming from a concerned and understanding point of view. I have seen arguments ensue through reviews and if I could have ran away I would have. Instead I closed my browser window and continued to search for a better suited business.

   I have had many positive experiences communicating with businesses through social media. I have even remained a loyal customer to many. Knowing that I can trust a business to listen, respond, and make me feel important, keeps me coming back. I am even willing to pay a higher price for products and services from trusted businesses.

   In my own business, I love reading customers reviews and hearing from people who have heard great things about us! It is always easy to respond to positive feedback. That's what we are most prepared for. I am not in business to let anyone down but if it ever happens you have to be prepared to take responsibility and be willing to do your best to turn any wrongs into rights. I will always do my best to listen, respond, and make them feel important, because that is what is important to me as a customer.