Natalie’s Quick & Dirty Tips for Saying NO…
Sometimes, we have to tell people no. It’s not fun and it doesn’t make people happy, but it’s part of the job.
While monitoring social media for brands, we have to respond to a variety of questions and comments on each social media platform. As you can imagine, we see a lot of requests asking for free, discounted, or donated products. In a perfect world, brands would love to be able to honor every request. But brands aren’t in the business of giving away all of their products for free.
Our team has created a process for handling the questions and comments we get for each client we manage so that those “no’s” are courteous, professional and don’t make people feel silly or bad for asking.
Here are 4 quick & dirty tips to keep in mind when crafting a nice let-down.
1. Be Prompt with your Response
This is a good rule when dealing with any customer service response. Don’t leave unanswered questions lingering, especially if the answer is not a pleasant one.
2. Always Keep The Brand Voice In Mind
Each brand will have their own individualized way of responding to these requests. Make sure you’re always keeping the brand voice and messaging in mind.
3. Have A Template But Remember To Be Human
Creating templates and canned responses is a great way to make sure you’re responding to FAQs in a consistent manner, but you never want to sound like a robot. Make sure your responses – even when using canned responses – are personalized.
4. Point Them To An Opportunity To Save Money In The Future
Give them a reason to keep engaging in the community. Suggest that they continue to follow your Facebook page (or whatever social media account you are communicating with them on) so they’ll know of any upcoming sales, discounts or special promotions.
Conclusion: Social customer service doesn’t always mean saying “yes”. Make sure that your team has a process that makes responding to requests efficient and consistent.