One of the wonders of modern technology and social media is that you can schedule your posts and organize your social media so you don’t have to sit around and manage it all day. And that’s great. BUT…
You still have to manage your social media and keep an eye on it once or twice a day at least. Make sure that you are paying attention to what people are saying about you, to you or asking for your help with.
A couple weeks ago I signed up for a 30-day trial of a program. Within 2 hours I had a phone call from a sales rep, and an email a couple hours later. This went on for 3 days. Really, just let me play with the product, I’ll let you know if I need anything. The sales rep was so bad that I’ll never use the product again. I was so annoyed I went to the company website, found their twitter account and tweeted them about their over bearing sales reps. And I got NO RESPONSE. AT ALL. If you aren’t using and managing your social media outlets, don’t promote them.
On the flip side, Full Circle Farms does a great job of managing their twitter account, answering questions and paying attention to what customers are saying. A couple months ago I had a string of too-fresh produce showing up in my weekly box. I tweeted about it, and another follower responded to me having had a similar issue. Within 12 hours I had an email from Full Circle that they were going to credit me a box of produce for my inconvenience. And they did the same for the other guy I was tweeting with. Happy customer, and see, I’m talking about them, and saying NICE things!
Where in your business can you make your clients happier or provide an unexpected service or upgrade that will remind them why they love you and would never leave you?