Rhea Freeman asks - How

Rhea Asks...

WHAT’S THE BEST ADVICE FOR HANDLING AWKWARD PEOPLE?

The chances are that whatever you do, whether you run a business, you have a blog/vlog or you simply enjoy sharing your world online, you’ll have encountered tricky people. It can be really difficult to remain professional, but in many cases, these negative people can be reasoned with. And in some cases, they can become your biggest advocates! Here are some tips on how to deal with tricky customers and tricky fans and followers… 1. Do they have a point? Yes - I know no one ever wants to be in the wrong, but before you feel personally attacked for no good reason, read what they’re saying and ask if they have a point. If they have had a parcel that has arrived three weeks late or looks like it’s been used as a football, they have every right to be upset. Now, I know it’s not your fault that the delivery company lost it for a fortnight, but to the customer, you’re their contact and the person they have the issue with. If it’s a fan or a follower, ask that question again. If, for example, you’re showing a video of yourself riding without a hat on and someone says that you’re riding without a hat on and shouldn’t be promoting that kind of behaviour… do they have a point? 2. Keep your cool. Whether the person has a point or not, it’s important to remain professional and not see it as a personal attack…even if it feels like it. Acknowledging why people feel like they do can help to disarm quite quickly and helps people to feel understood and listened to, which can be very helpful when you want to go on and explain the next steps or the reasons behind something. 3. Let them know you’ve got the message. If someone emails you or DMs you, even if you need more information to send them a comprehensive response, it’s worth letting them know you have received their message. If you can offer a realistic timescale for when you’ll be able to get back to them, all the better. This step could also help to reduce the chances of them taking to social media before the issue has been addressed properly. 4. Try and take it away from public viewing. If someone has decided to voice their issues through social media, it’s always a good idea to invite them to direct message or email you instead, because a public debate is pretty rubbish for all concerned. If they’re a customer, you could well need information like an order number or an address that shouldn’t be shared all over the internet, but equally if someone has an issue with something else, showing that you’ve seen them and are willing to listen can help too. 5. Don’t tolerate trolling. There’s a huge difference between someone who’s upset being challenging and someone with the sole objective of making your life miserable online. If you get trolled you have the power to block, hide or mute on social media. 6. Keep people informed. Things do go wrong, for everyone, but the biggest issues I see are when something has gone wrong and the person with the issue is left in the dark. It might be that the person is desperately trying to find the answer and get a resolution, but the other party has no idea. Communication wins. www.rheafreemanpr.co.uk I’M RHEA FREEMAN. I’M A PR, MARKETING AND SOCIAL MEDIA CONSULTANT AND COACH WITH A SPECIALISM IN EQUESTRIAN AND RURAL BUSINESS. I WORK WITH A NUMBER OF THE BEST BRANDS IN THE INDUSTRY AND MANY THAT YOU’LL SEE IN THESE PAGES...

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ASK A Masterminder

Small & Supercharged Mastermind is an online group supporting small equestrian and rural businesses and, as such, is bursting with amazingly knowledgeable people with lots to share. Each month we’ll be asking them a question and members will be sharing their answers. This month’s question is… ‘IT’S THE LITTLE TOUCHES...WHAT DO YOU DO TO GO ABOVE AND BEYOND YOUR CUSTOMER'S EXPECTATIONS?’

Joanna Wood, Joanna Fair Photography: “Surprising my clients with little extra details after booking a shoot with me is very important to me. I always send out a savethe-date card to pop on their fridge so they are reminded every day about their upcoming shoot. “One little touch I have brought in this year (and one thing they do not expect) is three fine art printed images as a gift a couple of months after their image viewing and we have said our goodbyes. Such a simple gift for my fabulous clients but one they will cherish forever.”

www.joannafairphotography.co.uk

Tracy Ormrod, Dressage Test Pro: “With our app we are not directly involved with the purchase as the Apple and Google Play stores handle everything. However we are always available to support customers if they have a technical issue in some way. It is not uncommon to receive a late night message via social media from someone due to compete the next day and they are having problems with their phone! There have been occasions when I have sat on a beach answering a support call!“

www.dressagetestpro.com

Helen Goddard-Watts, Fetlox: “At Fetlox we love to make our customers feel special when they receive their order. Carefully wrapping them in tissue paper, enclosing a thank you card, some Look Book cards and finishing them off with a sweet treat. When the customer opens their package, we want them to feel wowed. “The orders are then sent out in recycled packaging with a little sticker saying ‘Love It, Share It, #Fetlox.’”

www.fetlox.com

Chelle Mullen, Storm & Grace: “We aim to exceed our customers’ expectations with every order - we can custom make designs with stones/metals/initials/hearts etc to suit. Complimentary cleaning cloths and advice, handwritten dispatch notes, horsehair returned in a card, and the option for gift wrapping and sending direct to the recipient if required. Oh, and free postage!”

www.stormandgrace.co.uk

Emily Hamlett, Glorious Grouse: “The act of a handwritten note or card seems to be a dying art, however, we all appreciate it, today more than ever as it shows effort and thought over and above an email or a text. I think as a small business I feel I need to provide something that the larger businesses can’t always do, and that in my opinion is the personal touch and it shows you are buying from a real person! I really appreciate people purchasing from me and I like to show that by way of a little note hoping that they are delighted with their purchase. The note always seems to be the first thing people mention in their feedback! I also offer to write out greetings cards and send their gift to the recipient direct, which saves the purchaser time and further postage costs, so they receive a beautiful country themed gift with a personal handwritten card. You know that as well as receiving a lovely item you are also supporting a small business!”

www.gloriousgrouse.com

Find out more about the Small & Supercharged Mastermind group: www.rheafreemanpr.co.uk