Customer Service Enters the 21st Century

How can you use Facebook and Twitter to substantially boost your business?

The extent to which Social Networking and Social Media websites are used is spiralling almost out of control. Hundreds of millions of people from all over the world are now logged on to these interactive websites. That’s a lot of potential customers, right?

There are still some very stern and astute marketers out there who believe you cannot make profit from the use of Facebook, Twitter or YouTube. I for one, am pretty pleased to be in competition with them.

With consummate ease you can find masses of people who are interested in the services you have to offer.

People buy from people.

It is so easy to interact with and meet new people.

‘People’ means ‘Customers’!

Establishing relationships with contacts on Twitter and Facebook is the equivalent of providing great customer service in your business place. The whole point in providing great customer service is to establish a relationship with the potential customer.

The first thing that crosses the mind of a customer in a purchasing situation is: “Do I want to do business with this person?” If the sales person is stroppy, has a bad manner, or has no time for the customer’s individual needs – then the answer will be a firm “No”.

By being polite, friendly, helpful and informative, the salesperson develops a relationship with the customer. They are more likely to want to do business with this person than they are with anybody else.

The same rule applies online. However, online, it is much, much easier.

Social Media is all based on relationships. There is no point in being on Facebook if you have nobody to interact with.

Social marketing is based on the relationship you have with your followers, prospects and customers. You cannot create a website and create a Twitter account and then expect for sales to shoot up. You have to work at it over a period of time – gaining followers and gaining trust.

People love to feel connected. It is part of human nature to feel like you want to be part of a group and have connections with like-minded people. Therefore most people will be responsive to your outreach of wanting to make a connection with them. Obviously you can’t just bombard them with “buy my product buy my product buy my product” – you have to work at building a relationship and building that level of trust.

Comment on what they are tweeting, help them when they ask questions and ask them plenty in return; let them know that you need their help and encouragement. Let them know that you trust them; this will make it an easier decision for them to trust you in return.

In addition to the theory that you cannot constantly be “throwing” your products in the faces of customers (“buy my product buy my product”), it is important to remember the one basic rule.

The number one rule:

People buy from people.

Do I want to do business with this person?

Relationship is key. You must build a relationship with customers first. And during. And after.

Generally, about 80% of your tweets, messages and interactions must be social. These are social networking sites after all. Don’t barrage potential customers with products. It will scare them away.

You need to show them that you are human. You are normal. You are just like them. You can help them. How? “Oh, I notice you need some help with your business…I think I may be able to help you there.”

Only 20% of your outgoings on social networking websites should be marketing based. It’s all about who you are, and not what you are offering. People go on these websites to connect and form relationships. Let them do this with you, and they will be much more likely to trust you when they have a business requirement.

As an extension to online relationships, Tweet Ups have formed all over the world, giving the chance for users of social networking websites to meet up and get to know each other in person. This forms a great opportunity to gain real trust with your contacts.

If you get a chance to attend a Tweet Up in your area, this is a perfect way to introduce yourself to the people you have been making friends with online.

People buy from people, remember.