Trust me…if you’ve had kids for long enough that they learned how to talk, you will hear those classic words come out of their mouths in no time:
“It’s not fair!”
Very true…and a reality of life that, if we learn it early enough, can help us cope with life. But what’s this have to do with you, the home contracting professional? Well, one of the things I’m sure you’ve thought wasn’t fair is how customers have the power granted to them by the internet to burn your business online. Thankfully, you have us and our guest on your side. Carter Harkins has some great insight into how to deal with the inevitable battle of defending your business online.
Interview – Carter Harkins, Spark Marketer / Guys In Trucks, Nashville, TN
Key points from the interview:
- Whether you like it or not…your company is not the only one that builds your brand. Even if you don’t use social media, your customer is there, and saying things about you. Many of them can be good, but there will certainly be one-star reviews that raise your hair. So, first lesson: even if you ignore the power of the internet and social media yourself, your customer does not, and therefore it’s time for you to actively monitor and manage your online business presence.
- So how do you deal with that bad review? Don’t stay silent, but don’t start a slugfest. As Carter mentions, be conciliatory. Let them know you heard their complaint, that it’s important to you that they are a satisfied customer, and encourage them to call you directly and take the resolution offline. It’s more important for your future customers who stumble across that bad review to know that you tried to take care of the customer, not that you were right.
- “A negative review is actually a beautiful opportunity…” – Carter
- Got all five stars? Guess what…your customer might think you rigged it! See the above quote…the important part is dealing properly with that less-than-stellar review.
- What platforms are best to hop on to improve your social media presence? Facebook is a must…depending on your business, Twitter and Instagram may be helpful, but Clay recommends Pinterest for its ability to better catalog your past postings.
- Are you on LinkedIn? This platform may not be the flashiest, but it is the best for building a presence for your company to showcase to other business owners. It’s critical for business-to-business (B2B) networking.
- Take time to check out Carter’s Spark Marketer business as well as the podcast he co-hosts with Taylor Hill, who we interviewed in episode 6. If you love Home Contractors HQ, you are sure to love Guys In Trucks also!
Mailbag Question – We want to hear from you! Send us your questions!
Hope you enjoyed this episode…see you next time!
— Chris —