As much as some people do not like it, social media definitely has its place in the business world. Businesses are popping up everyday, run exclusively online and taking advantage of the huge audience available on social media platforms such as Facebook and Instagram, allowing people to make an income from home and connect to networks and groups within the same industry.
Social media can be a great way to bring customers to existing bricks and mortar businesses. No matter what your business is if you don’t have customers then you don’t have a business. Like it or not social media is here to stay and a fabulous way to reach your customers. If managed and worked correctly, social media can really benefit your business a lot more than it can harm it.
However, there are ways social media can cause problems for you, your clients and your reputation, and it usually all comes down to some simple rules about interaction with your online audience.
- Don’t Respond to Trolls
- Be Selective with Who You Reply To
- Don’t Be THAT person
Don’t Respond to Trolls
Have you heard the phrase “don’t feed the trolls”? This is valuable advice that will not only save you hours of personal turmoil and distress but also reinforce your credibility and professionalism on your social media platform. As tempting as it is to reply back to these keyboard warriors to justify yourself or defend your business, these exchanges can quickly turn hostile and aggressive, leaving a trail of abuse for everyone to see.
If however, a customer has a genuine complaint take it offline and handle it in the same way you would with a customer complaint. Remember to publically acknowledge this is what you have done – PMed you, so other people know who have seen and addressed the complaint.
Be Selective With Who You Reply To
You don’t have to reply to every single comment on your social media platform. By all means, thank people or customers for their service and reviews, but don’t encourage the negative or the time wasters, you will be attached to your device for hours. Find constructive comments, questions or enquiries you can answer directly that will inform more than one commenter with one answer.
If you have a lot of the same comments or complaints this may be a sign that you need to address this area of your business. It may be that you are not explaining something correctly or the product/service is not matching the customer’s expectation. A small tweak maybe all it is needed to turn an unhappy customer into a raving fan.
Don’t be THAT Person
If you can’t say something nice about someone, or their business, don’t say anything at all. Remeber you are on social media to add value to your customers and to a solve a problem with your product or service, not to push your political or other personal agenda ( keep that for your private social media if you really feel the need).
More and more businesses are learning the value of integrity and comradery in business over bad-mouthing, sledging and simply slandering other businesses in their industry. Nobody wants to work with someone who has no respect for others trying to do the exact same as they are in a competitive online world. Support your fellow business owners, refer on if you cannot help and recommend for the good of the customer.
Who Can Help Me With Social Media Strategy and Tips?
CATCO Enterprises have evolved through the online marketing industry for over 19 years and can effectively assist you in planning a social media plan to develop your following whilst keeping your sanity and integrity intact.
Call Cathy today on 9797 0889 to discuss all your social media requirements today.