Grow Your Business

Russell J White teaches how to maximize the new power customers have with social media technology. Here are 3 tips on how to ensure your customers are using their Vast Influential Power to help grow your business. For FREE discussion questions to go with this video, email me at RJWhite@PinnacleSolutions.org and they are yours to train your staff to assist in growing your business. Check out the short video!

By Russell J. White

I’ve always trained my clients that when dealing with an angry customer try to move them to a private place to address their issue because angry customers love to broadcast to an audience.

The days of “a private place” are over thanks to social media and the smart phone power to instantly notify thousands of people in real time about how; you the customer are being dealt with.

The old math used to be that only one of every twenty five customers complained and on average an upset customer would tell 16 other people. So the math used to be for every complaint you received, roughly 400 people would hear about your bad service.

Currently, I have over 6800 twitter followers, 900 facebook friends and 250 facebook fans. That is 7,950 people a click away. I also have a blog as do millions of other potential complaining customers. My numbers are by no means the top of the heap. In fact, I would say for those involved in social media, they would be slightly above average.

For the sake of argument, let’s assume my numbers are average and that one complaint still represents 24 other people just as upset who didn’t bother to let you know.  Under the new math of social media, for every complaint you receive, roughly (7950 X 25) 198,750 will hear about your bad service! Whoa! Read more »