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If you allow customers to post on your social media platforms, then check those platforms daily. The whole point of social media is a conversation and a conversation takes at least two people – it is not a one-way operation. Have a company Facebook page? Check it at least twice a day and reply to customers’ complaints, questions, and praise immediately. Using Twitter? Pay attention to your account and engage daily. Don’t want to? Then what’s the point of being on any social media??
There was an ongoing download problem with my credit union. Getting nowhere on the phone, I posted the technical issue on their Facebook page. Thirteen (count’em 13) days later, I get this reply to the post: Someone will be back with you soon. Hmmmm.
Also read: I never check my email #wtf
Dayna Steele is the host of The Rock Business video series and is The Rock Talk featured keynote business speaker. Success takes more than talent. Dayna delivers the principles and introduces the rock stars who prove that theory every day. This rock radio Hall of Famer is also the creator of 101 Ways to Rock Your World book series. Dayna is a professional on LinkedIn, occasionally snarky on Twitter, and has absolutely no filter on Facebook.
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