One of the topics we are asked to discuss by our readers is the fear that food truck owners have to overcome when tackling social media. It’s important to recognize that when a crisis happens. It’s much better to be on top of your response in social media than not to be there at all. Follow these tips when responding to a social media crisis:
- Immediately put the customer at ease that you understand their problem. In fact, repeat it back to them so that they absolutely know that you understand what’s wrong. If clarification is in order, it will happen right there. Your food truck customers want to know that you are listening and you have one chance to fix this problem so make sure you understand it.
- Make sure they know that you care. By responding and letting them know that you personally care for them, you can drop the intensity of the issue way down and personalize it. You don’t want to be seen as a faceless food truck brand, become that person that they can trust to try to fix their problem.
- Fix the problem. Don’t supply a form, phone number or email address for them to contact. You must fix the problem. You, the food truck owner (or representative). If you brush this person off to someone else, they’ll immediately recognize you for what you are… a phony. If you understand and you care, you’ll follow through and make sure the issue is resolved.
That’s not saying that you, personally, have to correct the issue. It means that you are the leader and the person accountable to the customer. It’s your responsibility to carry the person through to a resolution. If you just dump and run, it’s going to cause more issues. You don’t appreciate it when it happens to you so why would you do it to your own customer?
By resolving these problems, you are completing one of the best customer relations campaigns you may have as a food truck owner. If you leave your food truck customer happy and content, chances are that they’ll share that success with their network.