Thursday, June 27, 2013

Handling Customers on Social Media

Are your employees prepared to handle Social Media customers?
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When an untrained business professional begins a Social Media presence, one of the first things s/he does is post sales messages. The next thing they do is log off. Both activities are a colossal FAIL. 

1. A business using Social Media needs to be mindful that people are using Social Media as a social tool. Social Media is like a little party that is always going and people pop in and out.  Would you interrupt a live party to broadcast your commercial? If you did, people would want you to leave. On Social Media, there is a word for that, it is called an "Un-Follow" and that is exactly what people will do to your business page.

2. You posted a sale and then you logged off?  Now I ask you: is that being "social"? Would you "Like" (the facebook coveted marketing attention getter) a person if they came to your party and handed out their business card and then immediately left? What if someone had a question aobut your product or service? You would not be there to respond. If you returned 3 days later, the moment would be lost.

Those are the biggest business Facebook-ing FAIL's but this goes hand-in-hand:  if you haven't robbed your consumer of the opportunity to interact with you by logging out immediately after posting, the next mistake is still avoidable: If a customer asks a specific question, it should be answered with a specific answer and not a general "come on by and see". When providing customer service online, you are telling others more about your product or services. You are providing help-desk service and marketing your business simultaneously. 

If Social Media marketing is a different ball game than you are used to, schedule professional webinar based training by the professionals at:

Image sources: Search Engine Journal, We Speak Social Media