Despite the impression I like to give, I am only human, and that means even I the-ever-writing-Lu can find it hard at times to come up with content. Thankfully this week I’ve been given a bit of a hand by some really bad customer service experiences on social media.
One of the most popular services we provide at Time Saving Heroes is social media management. Whilst we offer a whole host of services in this area, for the most part people just want regular content posting out via their networks. However, I always try to remind people that it’s not about what they sell or do, but how they engage and build relationships with their audience/customers.
Some people get that, some just don’t.
Never is this more pronounced than when you look at how people manage their business pages Facebook Messenger. On countless occasions I have stumbled across a page, found the content interesting, liked it, commented and proceeded to follow. In time I have found myself actually needing to find out something – so I hit the trusty “Send Message” button and wait.
Sometimes I have to wait a few hours – which even the most impatient of individuals can probably live with.
Most times, I have to wait a week, or longer.
In some instances no reply comes at all.
For those of you who have Facebook business pages can I just ask – why are you taking the time to set up a page, fill it with content and to add all your contact details only to ignore your potential customers when they bother to reach out to you?
What the Hell is the point?!
Not only are you potentially missing out on a sale in the here and now, but actually you are leaving a really bad taste in someone’s mouth. Having managed numerous business pages over the last few years I totally get how annoying “the public” can be. The seemingly endless barrage of questions that are time consuming to respond to – and they don’t end up buying anyway. Yes, I get it, but sorry buttercup, that’s what you’re there for. It’s called customer service.
It’s like having a phone, and never bothering to answer the bloody thing!
If you really don’t want people to get in touch with you via direct messaging, don’t offer it as a method of communication. And if you are going to offer it, make sure you manage it properly.
If you don’t have the time, then you need Time Saving Heroes.