I do my best to support small independent traders, so just recently I made several purchases from members of my Facebook group along with a few from promotions I had seen in other groups, all of whom were small business owners.
I made a point of letting people know I had purchased in order to help boost their posts and help promote their business.
The response I got was quite varied.
The first lady I purchased off and left a comment for, saying how excited I was to have placed my order and was looking forward to receiving my goods, completely ignored my comment. Not even a like even though I had tagged her! However, a comment below mine got an instant response from someone who was obviously a friend as she said she would drop the order over when they went out for drinks later.
How did that make me feel?
Ignored (obviously) and that my purchase was insignificant and not of any value to her.
A few days later I received my product and that was that.
The second purchase that I left a comment for did manage to get a ‘like’ but no reply or further interaction with me.
How did this leave me feeling? That she wasn’t really bothered by my purchase either. Another example of how not to create raving fans for her business.
Again, product received but this time with a card asking me to rate the business on social media. Hmm! Now then. As I had been ignored previously, would I take time out to do this. Maybe, maybe not.
How to create raving fans
Now take a moment to compare this was another purchase further along the line.
Here I did exactly the same. Completed the purchase and left a comment on their promo post whilst tagging them so they couldn’t miss it.
The difference in the response I got here was so far removed from the first couple.
Hallelujah!! Someone cares!
I had a reply to my comment thanking me so much for my support and that she was as excited as I was about sending my purchase to me as I was in receiving it as she knew I would love it.
Between my order and my receipt of the same, the lady kept me fully updated via email. Again, I received an email thanking me for my order and with an expected dispatch date. I then received a lovely email saying how my order had just been lovingly wrapped and taken to the post office so would be with me soon.
When the order arrived, it was beautifully packed in tissue paper and tied with a piece of ribbon along with a business card that had a handwritten message on.
How did this purchase make me feel? It made me feel valued and warm and fuzzy inside that I had supported a small business that really appreciated my support.
Out of these three businesses, who do you think I will return to when I go to make future purchases? Which ones are creating raving fans and which ones aren’t? I’ll give you one guess.
The moral of the story here is that if you are going to promote your business on social media, then get social! If someone takes the time to make a purchase and flag up your business to try and support you, then at least have the courtesy to respond to them. It only takes a few seconds to say thank you.
Remember, it’s now what you say or what you do, it’s how you make people feel that matters and will determine if they return to you to buy from you again or not.
Does this resonate with you? Yes or no? Leave a comment and let me know below.