As a business owner, you’ve likely shuddered when hearing horror stories of customers complaining about a company on social media. While financial advisors are less likely to ever experience negative feedback online, it’s still essential to provide excellent customer service.
Why? Consider these numbers:
- 86% of consumers stop working with a company because of a bad customer service experience
- 51% give up on working with a business after trying to reach out to the company just once
- The average consumer tell 9 people about a good experience, but 16 about a bad one
- 80% would pay more for better customer service
- 78% recommend a business to friends after experiencing great customer service
By providing great customer service, your clients will be more likely to continue working with you and refer you to their friends and family. And any prospects who check you out online will be more inclined to contact you if they see a positive online community.
If you’re looking to improve the client service you provide or just want to ensure you’re providing great service online, follow these easy two tips.
1. Respond As Quickly as Possible
When it comes to the Internet, people expect expediency. Set a reminder on your calendar or a recurring event to check your social media profiles for private messages, comments, and questions. Respond to all of them, even if it’s just a quick “thank you.” This will help you build a community and breathe life into your social media profiles rather than leave them as a static page that sends out posts.
Beyond your social media, the same goes for email and website form fills. Aim to respond to emails and website form fills within 24 hours (although, 12 hours is more ideal).
Worried about not being able to respond right away? Or just want to receive an A+ in client service? Consider implementing an autoresponder when possible.
On your Facebook Business page, you can enable an auto reply that will send a response to anyone who messages you on Facebook. For this, you can say something like, “thanks for reaching out! I will respond to your message within 24 hours. For a faster response, give me a call at 555-123-4567 or email me at [email protected].” You can do the same for your email if you list a general [email protected] email address on your website.
2. Add Value
Your social media profiles, email newsletters, and website should always offer something beneficial to your followers, contacts, and visitors. On social media and in your email newsletters, it’s great to offer updates about upcoming events you’re hosting and share information about your services, but the bulk of what you share should be educational and valuable to investors. This can be shared articles from news sources, blog posts, informative videos, and whitepapers.
On your website, maintain a content library that includes a variety of videos, articles, and presentations on topics like investments, retirement planning, insurance, or any topics pertinent to your services and your target market’s needs.
These two methods won’t require that much time but they can do wonders for boosting your brand, online presence, and client service.
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