We’ve seen several companies decide to not jump into the social media arena … because of fear.
One fear we’ve heard is that regular participation in social media will lead to increased scrutiny and negative feedback or reviews.
In fact, just the opposite is true.
A good synopsis of how to approach reviews, courtesy of The Hartford small business group: http://bit.ly/1pI4lFX
If your online sales or donations trend line doesn’t make the ‘hockey stick’ shape that CURE Childhood Cancer has garnered, then perhaps you need to rethink some things. And have a conversation with Sarah Scott, GRM’s Manager of Online Marketing.
Excellent customer service is memorable. One of our team member's so-so Yelp review of an Atlanta-area restaurant resulted in a quick, personal, and non-defensive response directly from the owner. A response that challenged her to a "redo." Now THIS is how you handle customer service. We've taken note.