What a cheek! You know the feeling. You go to a business and all you get for your hard-earned cash is poor service. Afterwards you realize you’ve wasted your time and your money. Your’e annoyed and irritated because you didn’t get what you expected. What do you do?
Some people go back to the business and complain. They tell the manager about the bad service and perhaps the business tries to rectify the problem by giving them their money back. That was what happened in the past but today things are very different.
The digital generation dislikes confrontation. They are connected with the world and their anger and disappointment is voiced through all the social media channels they have access to. Today, people don’t like to confront businesses about their bad service – they Facebook, Tweet, Foursquare, Instagram, Linkdin and Pinterest. If you are a business owner and you don’t know what the hell I’m talking about then you are in trouble.
You see, in the past people didn’t have these outlets for their frustration and they confronted a business directly. Today, by the time a customer has walked out of your shop they have told their average 3,000 connections almost immediately, and these social media interactions are having a much bigger impact than you might think.
A business has one chance to impress a customer. People don’t want to complain anymore in person because it takes too much effort. It’s much easier to bitch in 140 characters and press the send button. The result is almost immediate punishment for poor service. Whether you like it or not, this is the reality of today’s connected consumer.
Consumers have become much less tolerant of poor service. Time is valuable and most people have busy lives. They don’t have time to have protracted arguments with businesses about their service or to give them lessons in customer retention. Consumers give their money to business in good faith and expect good service. Nay, they demand good service.
Businesses that understand this and embrace this new reality actually benefit from it because they do what they are paid to do, give good service, the first time. They ensure that no customer leaves their premises if they’re not happy. They do it right the first time. The result is that they get the positive Tweets and the good social media comments. They get the mentions and 5-star ratings. They get new customers that read the raving reviews.
Here are some interesting facts about how Social Media affects purchasing decisions:
- Consumers are 71% more likely to make a purchase based on social media referrals.
- 53% of consumers who said they use Twitter to recommend companies or products in their Tweets, 48% bought that product or service.
- 15,100,000 consumers go to social media channels before making purchase decisions.
- 49% of consumers use Facebook to search for restaurants.
- 74% of consumers rely on social networks to guide purchase decisions.
The immediacy that Twitter offers has made it a firm favorite with consumers looking for fast responses to customer service queries.
Just today I walked out of a restaurant in a small town and before I reached my car all my friends on Facebook, followers on Twitter, connections on Linkdin and followers on Foursquare had read about the good service I received. Many hundreds of people that will visit the town sometime in the future will see my commentary and it will influence their decision to go to that restaurant or not.
Businesses need to take their customers very seriously, much more so than in the past. The digital generation has a zero tolerance for poor service, and rightly so.