When a customer complains about your limousine or chauffeured services company through social media, it can be easy to ignore the remarks and hope the hubbub dies down soon enough. If the comments appear on your own company's blog, it might be tempting for you to delete them for being negative. That's the worst thing you can do.
Once information goes on the Internet, you have to assume a copy of it is going to be available forever for anybody to see. For example, Google stores older copies of Web pages and makes them available through the Google cache.
There are sites like the Internet Archive that often save multiple versions of sites so searchers can see changes to Web pages over many years. Angry customers can easily make a screenshot of their comments and save the picture to spread around in case you try to delete what they wrote.
Instead, your best course of action is to meet the complaints head on.
Once you learn about a negative comment or any other form of negative criticism about your company, you will want to prepare a response as soon as possible.
The longer you wait, the more people will see the unfavorable remarks without any context or explanation from you. What's more, they can interfere with your limousine marketing plans by drowning out your usual promotions with more complaints about your lack of response. Remember that your customers will grow increasingly unhappy if they feel ignored.
Examine the complaint being made against your company. If the criticism is clearly unwarranted (the customer is lying, for example, or it is about something you have no control over like bad weather or an accident that brings traffic to a halt), diplomatically explain your position. If you think it will help, you could offer the complaining customer a discount on his or her next ride.
If the complaint is valid, you can look upon the experience as positive because your company can learn and improve how it functions. Problems such as a rude scheduling agent or a driver who behaves unprofessionally need to be handled immediately. Let your customers know what steps you are taking (retraining employees, for example) and thank them for bringing the issue to your attention.
Savvy business owners know that you can't please all the people all the time. However, when you run a customer service-oriented business like a ground transportation, chauffeured services or limousine company, it's important to address criticism sooner than later. This is the best approach when it comes to repairing your online reputation, and you can consider it as just another component of your ongoing limo marketing campaign.
At DriveProfit, our team of professional marketing and IT experts is standing by to help you gain greater market share and extend your brand through digital as well as traditional media. For more information about how to handle negative information about your transportation firm, please contact us today.
Posted on May 07 2014
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