How often do you answer your business phone?
I bet the answer is every time it rings, or at least that is the goal.
Here’s another question; how often do you check your business’ social messages?
For most the answer will be, once a day, or when they can. In today’s digital culture, ignoring those messages is just like ignoring your phone. Any message you get on Facebook, Instagram, Twitter, LinkedIn is from a potential client or guest, and it’s the best kind, one that reached out to you!
Being responsive is the easy part but putting a strategy in place so you can be quick, accurate, and consistent is a bigger animal. Don’t just hand your host the keys to your social, develop that strategy first, either in-house or work with a consultant to define the basics;
- How often you check messages
- Desired response time
- Response matrix (basic responses related to the type of message)
- Escalation plan – when should the response be escalated to a higher level
- Communication training – this can be basic but will go a long way for those responding both online and, on the phone,, and a skill that they will use as they move up
A small investment of time will make your clients/guests feel that you care, that you are attentive, and genuinely give them a good feeling about your company.