Thank You: Appreciation And Acknowledgment Rock!

Thank You: Appreciation And Acknowledgment Rock!

We all like to feel that our thoughts, our actions, our concerns, our ideas and more … are appreciated and acknowledged. We hope that our questions will receive an answer. We all just want to feel like we’ve been heard and that a response is on the way.

I’m taking a slightly different direction with this week’s Music & Marketing article, looking at the idea of appreciation and acknowledgment and how much they both matter to customer experience and social media satisfaction.

Complaints, Queries & Kudos All Require Response

No matter the method nor the motivation for any social media mention, it needs to be acknowledged. Be it a customer complaint, a warranty concern, or a thank you for great customer service online or in store, it deserves a response.

I’m often surprised how quickly what could be an ugly and disruptive social media complaint can be diffused with a smartly stated show of appreciation regarding the problem.

Acknowledgment and appreciation of the frustration felt when a product or service doesn’t work as promised is a key part of customer service and experience. I’ve seen such situations escalate quickly, becoming ugly, spreading ill will for brands and businesses across the social space.

It doesn’t have to be like that. Taking a few moments to craft a response specific to the initial customer query or complaint is crucial. Canned, copied and pasted, thanks for contacting us messages aren’t going to cut it.

Specific complaints deserve specific acknowledgment. As do specific questions, product and service reviews and even congratulatory messages.

Thank Those You Already Know, Too!


Once a connection is made there’s a tendency to feel safe and secure that nothing can cause a disconnect. But you can’t take your connections, your followers, your online friends for granted.

I’m not saying I expect my connections to thank me every time I mention them. That would be excessive, especially since many of my connections are prolific publishers and often create killer content worthy of sharing.

It’s not about allowing thanks to take over your day. It’s about showing that you’re listening.

Even a quick favorite shows you’ve noticed a share. Being social is about more than scheduling shares. You actually have to engage and even interact with your following. What better way than to thank someone for sharing your articles. It’s simple and it’s smart!

You never know when a connection could lead to a collaboration, right?

No Dead End Thanks In The Social Sphere

It might seem small and insignificant, but each thank you can do so much to enhance your social status. A quick favorite, like, share, pin or repost can be such a boost to an individual’s day.

Just as you sharing another author’s article shows you appreciate their writing skill, your thanks when someone shares your content shows that you appreciate their skills as a content curator and sharer of smart and savvy information.

Ditch The Robotic And Go For Real!

Automation can be a great thing. It can certainly make things like sharing curated content a breeze. But, despite some statements to the contrary, you can’t automate appreciation or acknowledgment. Not without it appearing scheduled, automated and a bit robotic.

Responses targeted to real people, with real needs, are always appreciated than automated blips with anonymous initials tacked on to make it appear we’re speaking to an actual human being.

Ever Feel Unappreciated Online?

Your turn. Ever feel like the authors of the content you’re sharing just don’t get the reality that you’re actually helping them, not just yourself, when you share their content?

How do you show appreciation when you’re mentioned online? How do you acknowledge customer complaints vs. client kudos?

Has failing to acknowledge a social media or other online mention ever come back to bite you in the butt?

4 replies
  1. Don Purdum
    Don Purdum says:

    Hi Mallie,

    I really resonated with your post. Personally, I don’t automate ANYTHING on social media. When someone gets a message from me I want them to know it’s really me, not a canned response.

    The problem with businesses on social media today is they want efficiency and I respect that; but if someone came into their place of business would they have a voice recorder that said thank you over a speaker every time someone came in and out?

    That would not only feel cold but it would be obnoxious as well. How many times does someone stay in a place of business because it fells inviting, warm and they are appreciated just for being there?

    Social media ought to be no different. Like you said, some cannot personally thank everyone if it’s a massive share. However, they can acknowledge it in a lot of different as you mentioned.

    I love this post and your message. Thanks for the reminder to be consistent and show my audience that I truly care about each one when they take the time to engage with my content in any capacity.

    Have an awesome week and a Happy 4th of July Mallie!

    ~ Don Purdum

    Reply
    • Mallie Hart
      Mallie Hart says:

      It’s all about how you balance your appreciation and acknowledgement with your daily to-do list, Don. As an example, I thanked you very personally on Twitter when you shared this read via your personal account. Then I favorited your share from your business account.

      There’s nothing wrong with automating posts. I do it every day and I am not going to change that, as I have so many great reads I want to get out for as many as possible to see (not all my own publishes of course, that would be SOOOOO vain).

      But, you can’t automate acknowledgement or appreciation. Both require a personal touch that Buffer (and Buffer is a rocking tool) just can’t provide!

      Reply
  2. Adrienne
    Adrienne says:

    Hey Mallie,

    Boy do I ever agree with you about this one.

    I think that to an extent, automation is crucial mainly because we can’t be everywhere doing everything at once. But there are certain things that should never be automated and those are real conversations.

    As you know, I thank everyone who shares my content and I try my best to do it in a way that they don’t feel it’s just a regurgitated thank you. I know that with each day and all the content that’s being shared it can be hard to reword that message but I do my best. Not everyone appreciates it but I really appreciate when people share my content so it’s important to me to let them know.

    I think that businesses who handle negative reviews in an unflattering way need to go back to the drawing board when it comes to communication. Everything can be handled in a respectful way although there will be people who refuse to play nice.

    I was honored to be mentioned in Ana Hoffman’s post last week where she specifically pointed out this very thing. She used me as an example of how to do this right and it gets people’s attention. I didn’t do it for that, I just really wanted to thank them. At times, as you know, it can lead to conversations.

    Thanks for bringing up this topic Mallie and I’ll be sure to share this one again as well. This message needs to be heard.

    Hope you’re having a great week.

    ~Adrienne

    Reply
    • Mallie Hart
      Mallie Hart says:

      Adrienne,

      You’re a champion shower of appreciation and a rock star when it comes to acknowledgement. It would be hard to hold a candle to you in that regard.
      Even the simplest of thank you messages, when personalized, makes such an impact.

      If we all just put aside a little extra time each day, for appreciation and acknowledgment, I can only imagine how much more meaningful our connections would feel!

      Reply

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