Posting in real time is all about good manners.
Speak When Spoken To
I know my mom must have said it a million times, but it bears repeating. Ā We established hereĀ that a conversation is happening about you and your business online; with or without you. Ā So when your customer or client speaks, well, you better be ready to say something meaningful in response.
In this Forbes article, Mashable’s Shannon Duffy is quoted as saying, “Whether in-person or over 140 characters, likability will forever separate closers from steak-knife winners. Ā Sales reps should routinely participate in social media training.ā Ā With each client, we are dedicated to round-the-clock monitoring of each and every mention of the business, related hashtags, news and articles. Ā And whoever is responsible for your social media should be doing the same. Ā Put your ear to the ground.
Say You’re Sorry
When someone says something negative about you, acknowledging your mistake is greatly appreciated. Ā In these research findings from evolve24, more than half of the customers who used Twitter to complain about a brand said they expected the company to read their tweet and Ā 83% said they loved or liked hearing from the company in response. Ā Again, this is less about talking andĀ more about listening.
Don’t Wait to Send a Thank You Note
In the same vein, when someone says something nice about you, a simple “thank you” will do. Ā This holds true for face-to-face marketing opportunities as well. Don’t wait until the next day to hashtag, post pictures, thank your host or your guests for attending and tag everyone you can. Ā Do it now. While it’s happening. Ā When it matters.
This can also be a great way to acknowledge your employees and co-workers. Ā “Outstanding presentation today @EmployeeJoeSmith @YourCompanyName.” Ā In less than 140 characters you’ve boosted morale, encouraged outstanding performance and let your customers know that you value gratitude. Ā That’s a lot of return on 140 little characters.
Check back again on Friday and for a great strategy for planning your content in advance.
