Word spreads at lightning speed in these days of the internet and an active social media industry. A single message can reach millions of people online within minutes. Social media sites are important platforms that are changing the face of business. Through the sites, consumers are able to share their experiences, and they also give their opinions about the services they get. As a massage business owner, you have to ensure that you are constantly informed so that you get the chance to be a part of the conversation.
If you are diligent and diplomatic about monitoring and responding to your clients’ feedback on your social media platforms, you are going to see a positive difference in your business. The regular communication will give you insight into what your clients feel and where you can make improvements in your practice. You will also come across as a business that is concerned about its clients. Any time you receive a new review or comment on your site, there are factors to consider before responding.
Determine if a response is warranted
The first thing you need to do when you receive a new review is to decide if you should respond to it. You should determine if it warrants a response based on the content of the message, whether it is positive or negative. It is important to know that people are different and the content might be constructive criticism or it can be unjustifiably negative. If it is simply someone trying to vent through unfair comments, it may be best to simply leave it alone to avoid stoking the fire. Most reviews tend to have a neutral or positive tone and they are constructive enough to warrant a response.
Choosing the best response avenue
When you decide to respond, you need to choose the best tool for the job. You can decide to respond directly to the client by sending a private message that is only visible to the individual. You can also opt for a public comment appearing beneath the review and this will be open for everyone to see. The method you choose will depend on the message you are responding to and you need to be careful about how you respond. An open response may be the best solution when you consider that all those who saw the review in the first place want to know what you have to say.
Creating a good impression
You need to come up with a response that will create a good impression for your business. Always remain professional and avoid getting into a war of words when responding to reviews. Remember to thank the writer for the feedback and use the opportunity to share progress reports or updates that may have been made as a response to the feedback. Your response can be a great opportunity to give updates on what your business is offering. Always remember to pay attention to the happy clients and send them a message thanking them for their support and review.
Receiving client feedback is a valuable opportunity that helps you to make changes or improvements to your business. It can help you to build stronger relationships and it can even help to attract new clients. You should never miss the chance to take full control of the online reputation of your business.