I always hear “I don’t know about this social media thing because what if people write bad things about my business?”
My answer is quite simple: whether you are on social media or not, they will be saying these things regardless, both online and offline.
Being in the space gives you the power to deal with the issues that exist, because whether we like to admit it to ourselves or not, every once in a while we drop the ball. Don’t you want the chance to pick the ball up before it’s too late?
If you’re in the space it gives you the opportunity to showcase your genuine concern and customer service in a public platform, so you are not only recovering the service of one individual but also everyone else who sees how well you treat your customers.
Even more awesome; these unsatisfied customers can be a blessing in disguise because more times than not you can turn this unsatisfied customer into a brand ambassador that will share this positive story, again both online and offline, and who doesn’t want that?