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Article Archives

December 9 2010 - 9 Must Have Marketing Metrics

November 24 2010 - Is Your Marketing on Autopilot?

November 17 2010 - Are You Advertising in the Yellow Pages?

November 10 2010 - Facebook Versus Google Pay Per Click

November 2 2010 - What is the Reticular Activating System?

October 27 2010 - Meaningful Marketing Messages

October 20 2010 - The Impact of Culture on Marketing

July 2010 - Hiring a Good CSR

June 24 2010 - What do Redclick Superstars do for fun?

June 2010 - Branding Updates

May 2010 - Advertising Fads

April 2010 - Demand & Non-Demand Marketing

March 2010 - Google Trends

February 2010 - Rebranding

January 2010 - Cutting the Strings

December 2009 - Lead Source


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Facebook versus Google Pay Per Click

For a few years now, we've been hearing it… If you're going to advertise online, the place to be is Google. Every vendor started selling Google pay per click including the Yellow Pages publishers.  Everyone was trying to get in on the game. How does it measure up against a newer venue for advertising - pay per click ads on Facebook?


You rely on us to not only answer your phones pleasantly and professionally, you rely on us to keep our cool and work successfully with disgruntled customers.  Our response to a frustrated client sets the stage for whether your efforts gain a fan or lose a customer. How do we keep our cool with an angry phone call and set the stage for your follow up? We follow these 5 steps.

  1. Be an active listener. Repeating and rephrasing what the customer has told us assures them that their problem is understood.
  2. Be sympathetic. We do not shy away from apologizing if their call has not been returned, or if the work was not done to their satisfaction.
  3. Be specific. We let the customer know exactly what steps we will be taking to follow up on their complaint and make sure it reaches the right ears. The more comprehensive those steps are (i.e. a phone call and an e-mail will be sent to the owner of the company), the better the customer feels.  If the customer says those steps have been taken before, we take a moment to consider alternative actions or alternative contact people who might be able to resolve the problem.
  4. Impart the customer’s urgency to others. We make a strong effort to communicate to those “right ears” the urgency the customer feels and the time frame they are working in. The more detailed we can be about the problem the customer has, the steps that have been taken to follow up already, and the time frame, the better we can equip you to respond. 
  5. Maintain perspective. We acknowledge that although we may be on the receiving end of anger, it may not be due to our actions or aimed personally at us as customer service representatives.  This helps us maintain perspective and  untangle the threads of the customer’s complaint.  We also have a healthy sense of humor about certain complaints and recurring callers. We have received calls from psychiatric wards, serial and unyielding job applicants who continually insist they ought to be hired, and customers using such over-the-top language as “I will destroy you.” 

Keeping our cool with frustrated customers is all in a day’s work at RedClick Marketing. And it certainly leads to plenty of funny stories to share with one another!   

Find out more about the things we offer in our Remote Call Center Program and Marketing Plans & Services page.

Find yourself wondering why your 11 year old wants a BlackBerry or iPhone? Or why those BlackBerries and iPhones are coming out with cameras that allow you to take better pictures then a kodak? It's for social media sites like Facebook, Myspace & Twitter. Social Media sites are even starting to cater to a specific target market. SparkPeople.com is a social networking site based on weight loss, healthy eating and exercise. Social networking isn't just for the single girl or the college student anymore. More and more of your customers are out there updating their status and blogging. You need to get yourself out there too. And we can help you do that! Check out our Social Media Program.