Your Social Media Presence Is Important to Your Business


Should I be using social media?

 

Social media groups provide a great opportunity to share ideas, buy or sell items, or share feedback.  But what happens if your business is talked about online? Do you know how to get involved in the conversation? What happens if someone is complaining? Do you know how to respond and keep your reputation intact?

“Whether you use social media or not, you need to be there.”

Buy and Sell. Parenting. Brides. Cooking. Yard Sales. Music. The number of social media groups are endless but they all have something in common – sharing information.

When it comes to business or product pages, opinions and feedback fly fast and furious. The comments reach hundreds, if not thousands, of eyeballs. You can’t pay for this kind of advertising!

I’ve seen glowing feedback from customers. I’ve also seen customers tear businesses and products to shreds on social media. All too often businesses respond either too slowly or not at all, hoping the criticism will go away. Whether it’s positive or negative feedback, you should be responding. How do you do that?

  • A response to a positive comment could be as simple as a ‘thank you’.
  • A negative response could be: ‘I’m sorry to hear this. I’ve private messaged you to discuss further and hopefully we can help solve this problem.’
  • You should also respond as soon as possible. Don’t wait a day or week.

Another good practice is to monitor social media sites where you think your business or service could be discussed. This way you’ll know what’s being said about you and what customers want. You’ll also learn about your competition too!

These suggestions aren’t complex, nor is this an exhaustive list. It’s basic, good customer service and good business practice.

Still not convinced? Get help to get you over your fear. With good planning, you can manage your online reputation. The plan would include:

  1. A clear strategy on how to respond to various online scenarios.
  2. Prepared statements to help with timely responses, and;
  3. Ways to measure whether or not you’re successful at managing your business’ reputation online.

If you don’t have the first clue about how to create a social media strategy, hire someone. If you don’t know how to manage your reputation on line, hire someone. It won’t cost you your first quarter profits. No plan can cost you time, money, or your business. As the saying goes, It takes years to build a reputation, but minutes or seconds to destroy it.