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Setting up social media accounts for your business is easy. With a few clicks of the mouse you can have a Facebook...
Setting up social media accounts for your business is easy. With a few clicks of the mouse you can have a Facebook page and a Twitter account, but simply having that presence is not enough. Once you have your accounts, the hard work starts!
Don't underestimate the time you'll need to dedicate to keeping on top of your social media channels. You may want to employ someone to manage it for you, but make sure if you do this, that they know your business inside out.
Social media is all about speed; reply to queries and complaints fast and you'll improve your company profile. When potential customers see that you reply quickly, they'll find this reassuring; if they purchase from you, then have a problem, they will know you are approachable and deal with things in a timely way.
Even if you do have the time to handle your accounts yourself, you should also seriously think about your own capabilities. Are you able to write in a friendly style without being too verbose? Is your spelling and grammar up to scratch? Little mistakes can easily make you look unprofessional.
Your social media feeds are transparent. If anyone posts a complaint, everyone else will see it. But don't panic! You can turn this into a good thing. Deal with the complaint fast and everyone will see you are doing everything you can to fix the problem, putting across the message that you deliver great customer service.
Whatever you do, don't be tempted to delete any complaints. Word spreads fast online and you could end up with a virtual angry mob on your hands! Of course, if anyone posts foul language then you should delete it as it could reflect badly on your business.
Other than dealing with customer enquiries, you should also add regular new content to your social media channels. You may at first think that you don't have a lot to say, but with a bit of thought you can always come up with something relevant. Get your fans and followers involved and keep them interested.
Get them involved in conversation and they'll feel like you're a friend rather than simply a faceless company. You could also run a competition or giveaway to draw in your visitors. This is a good way to get some traffic fast when you first start out.
It doesn't really matter how tenuous the link is to your company when adding new content, but try to keep it reasonably relevant. Industry news can be posted, new products can be mentioned, and even a staff member’s birthday can be a feature. It's good to see the faces behind a business. Don't forget also that you can share or retweet any interesting posts created by others.
Keep an eye on the social media feeds of complimentary businesses and you could find plenty of material to add to your own page. They may even return the favour and share your posts, helping to bring you more visitors.