When it comes to website design and function, Calgary businesses understand that engagement and communication is key. Websites are no longer static, unchanging pages of dry and dull information. They now incorporate a number of features that invite users to get involved – such as blogs and social media channels – and site owners need to be ready for the work necessary to keep those elements alive and worthwhile to incorporate into your design. It takes commitment to maintain a robust online presence, so ensure you have someone on hand to assist in staying on top of things.
In the first half of our two-part series on 5 Tips For Positive Online Communication we went over how to come across as a real person on the Internet, and how to not let negative comments and trolls affect your ability to respond in an effective and positive manner.
This time we will discuss the importance of being timely, how to solve your online conflicts and how to turn skirmishes into opportunities.
Calgary is a fast-moving city, and so your website design and content should reflect the pace of the world around you. If someone has posted a comment or question, it doesn’t do much good to respond months after. It’s very important to have a dedicated person watching your social media and blogging channels to ensure that your company is reacting in a timely fashion. Failing to reply promptly appears as though you’re not entirely interested, and even that you may be overwhelmed by the technology.
It’s understandable that businesses sometimes fail to hold up their end of the online bargain, as owners and managers are not necessarily content creators and writers as well. As part of our specialized inbound packages, Emphasize Design of Calgary includes content marketing and social media management services to take website administration duties off your plate and put into the hands of professionals.
Make it Better
Customers are always right (even when they’re not), so if there has been an alleged blooper at your business and someone is angry about the service they received, it’s not worth it to argue. Unless you have a hidden camera watching everyone’s every move, it’s a case of, “he said, she said,” anyway. Simply let the client know that their experience was not what you strive for as a company, and that you are willing to make amends. Make your peace offering applicable to the situation…for example, if someone had trouble entering your building because of icy sidewalks and poor access, yes, it’s ok to offer a gift certificate or something along those lines, but also ensure that the sidewalk gets cleaned up as soon as possible. And let the customer know when you’ve finished!
Make Conflict an Opportunity
Criticism is hard to take on any level, but instead of looking at negative comments as something you have to grin and bear, turn it around and think of them as an opportunity to improve on your services. A comment may bring up an issue that you never thought of, and defensiveness means you may miss your chance to provide a better experience for customers. Making changes could allow you to avoid future problems and more hassle, and by doing so you prove to the customer that their opinion is respected.
Emphasize Website Design in Calgary
Online communication is mostly common sense, but should not be taken lightly. Remember that even if you accidently post something you don’t want to, by the time you take the comment down it has likely already been seen (and remembered) by several people. Before you click your mouse or hit the enter key, triple check your work. If you’re still not sure you’re saying what you want, have someone else look your comment over.
For complete inbound marketing campaigns specially designed for small businesses in Calgary, Emphasize Design is your one-stop-shop.