I have always felt the best way to conduct any business is to offer exceptional service. I think this is especially true in businesses where there is a lot of competition, such as cellular. In recent months, I was able to apply this concept to the Page Plus Cellular Facebook page. As a Page Plus authorized dealer, one of my responsibilities is to represent the company in a positive light, no matter where that representation occurs, or who benefits from it. There tends to be a bit of confusion for customers when it comes to cellular service as well as misconceptions. Additionally, negative comments and incorrect information tend to spread faster than positive feedback. All too often, people want to jump to conclusions without having the facts of an issue. In public sources, like Facebook, these things happen very quickly. I feel, by helping answer customers’ questions on the Page Plus Facebook page, I am helping to create a positive experience for them. Obviously, I may not know the answer to every question, but if I can help get to a customer’s concern faster, it creates a better experience for that customer as a whole.
In taking this approach – answering questions without expecting anything in return – I have been able to double my customer base in the last few months. Not all of my new business is from Page Plus’ Facebook page, but a good portion of it is. After answering someone’s question, or addressing their concern, I will often get a personal message related to that response. Many times, it is just a simple, “thank you,” but often, it opens a dialogue with that person who eventually becomes a customer. This goes to show how a simple gesture to help answer peoples’ concerns has resulted in increased business for my Page Plus business.
I have also communicated with the other authorized dealers on Facebook, to ensure that we are not stepping on each other’s toes. Additionally, we do not want to give customers the wrong impression of Page Plus authorized dealers if we are attacking each other for business. A good rule of thumb is to NOT address a customer’s comment if another dealer has already done so. If too many dealers try to help the same person, it may confuse the customer in the long-run. However, if another dealer’s response was incorrect or requiring further action, it’s acceptable to chime in. The best approach is to use common sense and show the utmost respect towards everyone involved. These simple actions have helped me expand my small town Page Plus business in very short order.
Authorized Page Plus Dealer
TC Trading Company/PPCellular
Pinetop, Arizona & Ormond Beach, FL