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Social Media Isn’t About You

Social Media Isn’t About You

Using social media isn’t about you, it’s about your customers. All too often I hear businesses complain that their posts aren’t reaching more fans, or post status updates that consist of:

“If you want to make sure you are still getting updates, hover over the “liked” button and click get notifications. If you don’t, you may not get updates in a timely manner. In other words, you will miss contests, sales, etc.”

Now while this is true in a sense, (and we’ve even posted updates like this), what we all need to remember is Social Media isn’t about you, it’s about your customers and those customers knowing when and where and how to get in touch with you.

You need to remember these 3 little tips to make sure that you are using Social Media in the best possible way for your customers. (Again, not for you).

  1. Don’t Sell (too much): People (like you and me) joined social media to connect and interact with other people, friends and family. We don’t want to see promotion after promotion of what your business is selling. Or what a great deal you have going on that week. Rather tell a story. Share with your followers what is happening behind the scenes and let them see that you are relatable, interesting and are a real person behind the brand. It’s not just about making a buck or two, but about creating a culture of people who will remember your interaction when they need your product or service.
  2. Build Relationships: Take the time to learn about your social media followers through engaging in conversations. Ask about what they do, what they like, why they like it. Don’t be hesitant to be silly and joke around. Do the things you do in real life that grows connections and relationships. Your business needs to be human, because you are dealing with humans. Every industry is different, but if you can listen, learn and engage, you will know what it is that the followers are after when they choose to follow you.
  3. Be Social, Don’t “Do” Social: Being Social and Doing Social are two different things. One is what you do when you are on your own personal Facebook page. The other, well it’s those business pages that have posting of their sales every hour. One is genuine, the other is forced. Being social creates a community, it invites other’s to be a part of your brand. Your followers expect you to be social with them. Posting a status update or tweet every couple of days won’t get you very far with your followers. But commenting on their post to your page, or review left (in a positive manner) will say far more about how you are as a business owner than anything else.

Social Media is NOT about YOU. It will always be about your followers. What they do. What they are interested in. And what they want.

Social Media and Customer Complaints

Social Media and Customer Complaints

Social Media has become a place where customers are taking their comments, experiences, and often times complaints to. According to Edison Research, 42% of consumers complaining in Social Media expect a 60 minute response time.

Are you ready to handle customer complaints, however true or false they may be? If not, you better be, because if not done correctly, it will do more damage than good.

Ignoring Social Media Complaints is a Huge Mistake

When someone uses social media (or any public review site such as Yelp) to complain about your business, your first urge may be to ignore it or even to scare the consumer into removing the complaint. Think carefully before taking either of these actions. Both of these actions can cause more harm than good, and a defensive reaction often times causes more negative publicity than desired.

Take a breather in the event that a negative complaint comes your way and bite your tongue. You  must think of the larger picture and remember that it’s one persons experience. And it’s up to you to ensure that their experience is acknowledged and handled appropriately.

Here are a few tips to consider when dealing with Social Media and Customer Complaints.

  • Reach out directly to those customer complaints. I typically leave a comment to their initial comment and first apologize for their experience. After all it is their personal feelings in the matter. Then ask them to email you or send a message back to get more details. Very rarely will you get the entire story. So make sure that you are making an effort to find the truth. A polite and positive response can come as such a surprise to a customer’s complaint that it can help to change the perception of the customer.
  • Do not delay your response. Act immediately. The longer you put it off the greater chance that the customer will complain in other places, to other people. Let me remind you that word of mouth is the strongest marketing tactic ever.
  • Whoever is handling your business’s social media needs to have the same services skill and training as any traditional customer service representative. Social media responsiveness is customer service, plain and simple. Be customer minded when dealing with anyone who interacts with your Social Media accounts.
  • Avert social media complaints in the first place. If your business is actively engaged on social media, and your team is quick to step up to negative issues on the store front, in the first place, the chances of the customer(s) posting a complaint on social media is less. Customers whose experience is less than positive are not immediately inclined to post negative comments or poor reviews on your social media if they know that when they call their issues will get handled.

Bottom line…Social Media and Customer Complaints happen and could very well happen to you. Make sure that you take initiative in reaching out to them, and giving them the best damn customer service experience you can. And when you respond to a customers complaint on social media, remember it is public. So keep it consistent, sincere and simple.

Let me leave you with the final social media rule that we fully believe in:

Unless there is profanity or a threat, don’t delete a negative comment just because you don’t like it. Doing this can erase the authenticity, (authenticity drives your credibility) away from your page and makes you look like you’re hiding something. If you delete, your social community will call you out. Let others see your consistency, your sincerity, and the dedicated way you are willing to try to rectify customers complaints.

Life As A Social Media Manager and Other Stuff.

The Life As A Social Media Manager

I love my job. I love working as a Social Media Manger for our business. Utilizing Social Media as one of our key marketing tactics for our Video Production company has been a great asset and we have seen some great things happen all because of the use of Social Media.

Not only do I manage our own business’ Social Media and online presence, I have a hand in several local businesses and non-profit organizations throughout the year.

I’ll be honest, as glamorous and ‘easy’ as my job may seem, it really isn’t for the most part. Yes, I get to work from home, and sort of / kind of work around our crazy life schedule. But for the most part, in my opinion, a truly great Social Media Manager lives, breathes, sleeps, eats and well… you get my point, Social Media.

Social Media, as I am sure you are very well aware of, is non-stop.

At any given time of the day, someone can (and will) post about your business, comment on an update (past or present) or leave a review. And most people who post comments, questions, and the like expect to receive a response that exact same day. If the comment left is a complaint or a negative review towards your business you have even less time to respond without making matters worse.

It’s important to take the time to carefully plan for all interactions that happen throughout a given day, and be prepared to respond. If you’re doing Social Media on your own, it’s even more important for you to keep in mind that Social Media often times acts as customer service, and the customer service problem will require additional time and support. So be absolutely sure that you do not put off responding to the customer’s message.

As a Social Media Manager I typically spend my time doing a lot of research about the industry, learning tips and tricks of the trade, and listening to what people are saying. I take time to craft content that will work for the business, and ensure that it is relevant to what we are doing.

Life as a Social Media Manager is time consuming and here’s what a typical day is like for me:

 

7am – 12pm

Email Check: It is the FIRST thing I do every morning. While I sleep, other people always seem to be up and at em!

Reply / Retweet: I check alerts for mentions and the like, and address them all. I interact with people that are talking relevant interesting stuff that relates to the brand. (Often times, just interacting with potential customers, saying hello, or replying to others tips and tricks is so important).

Organize: photos that have been taken, review my content/status templates,

Post: Upload current pictures to Instagram, Pinterest, Status Updates to Twitter, Facebook, Google+ -Scan: Articles, various news sites, favorite blogs and videos.

Brainstorming: Get creative, find what works and what has not worked. Adjust.

Follow Up: Check in with the boss about different marketing tactics that have been pitched a few weeks ago, send reminder messages about deadlines and the like.

12pm – 5pm

Lunch: Sort of get a lunch break, but again, I have my nifty iPhone with me at all times, so at a moments notice of a Retweet, or Comment to a post, I am right there to reply and interact. *Not to mention the opportunity to grab a bit with someone in the same industry, to talk shop, meetings with potential clients/customers.

Write: Blog posts, I get to be creative, write blogs, content for status updates, which are strategically placed and timed to where the highest amount of interactions we have had over the last week, I get to use Photoshop, Excel, and Safari for a ton of research of changes happening to each of these networks.

Post: Upload current pictures to Instagram, Pinterest, Status Updates to Twitter, Facebook, Google+

Review and Listen: Traffic, Analytics, Bounce Rates, and other fun metrics for each social media platform and website

Check Email.

5pm -Sleep

Dinner: I do my ABSOLUTE best to put ALL electronics on silent and away from so I can enjoy a somewhat, not work related evening, to enjoy family dinner, chit chat about the day, hear funny stories or catch up on some favorite TV shows, that have been sitting in the queue for a very long time.

Scan: Articles, various news sites, favorite blogs and videos.

Schedule Tweets: For those early morning peeps. I have yet to jump on the bandwagon of scheduling tweets, or posts overnight. I find that if I am sleeping…. I am sleeping.

Email: One last check before snooze.

 

As you can see, it is a never ending cycle. One that varies from day to day, and can change depending on the business that I am working with that month. And I love every minute of it. Being a Social Media Manager is fun, where I can be creative, innovative and be there for the potential clients and customers.