Think of your social media accounts (most likely you have a Twitter, Facebook, and YouTube page) as an extension of your franchise’s customer service. Before social media became popular, customers called or went back to the store to comment on services or products and resolve issues. But take a look at the social media accounts of some of the more popular brands in America. They use Twitter and Facebook as not only a viable solution for marketing but also to answer questions and concerns.
Customers keep your business alive, so keeping them happy is top priority. Say the customer emails your company about an issue with a product/service and you never receive the email, possibly because of a misspelled email address. When they don’t get a confirmation email within a few hours to a few days, the next step for many is to call but it’s becoming more popular to send out a tweet or post to a fan page. Customers know that people, not robots, have to monitor these pages, therefore their issue will be seen.
Even if you’re already on top of the situation, post a comment to let the person know you’re getting it taken care of. The worst thing to do is to ignore the post; people could take this as a sign of bad customer service or your company simply ignoring the issue at hand. Social media is about communication; use it to your advantage. Simply replying to a post or tweeting someone back can be great PR for your company.