Social Media - Listen, don't ignore the conversation!
First things first! Listen, I mean really take time to listen! Get involved and connect with your audience . If you are on Twitter, Listen, Retweet, and Respond. A Retweet is key and so is thank you. On Facebook make sure you acknowledge every person that comments on your wall and hit that LIKE button to let them know it. It’s important to keep in contact with your audience and continue to engage in conversations. Acknowledge, don\’t ignore!
Be human, not robotic! Bring out your personality and ditch the automated responses! People want to hear from you and get connected. I recently did a presentation in front of a group of Key West Hotels and members of the Florida Keys Lodging Association. TripAdvisor is key to this audience. A growl and frown from some in the audience but I knew they were listening! We discussed responding to all TripAdvisor comments. The key to success is 100% response for this group. My first tip to this group was don\’t just respond to the negative comments, respond to all. It may take time but let the audience know they are being heard.
Being Robotic just doesn\’t cut it! My second tip is all about being human and responding. Don\’t just send an automated “…thank you for your reply we appreciate your comments and management is looking into this…” Scrolling down and seeing the same response just makes me think you didn\’t hear what I said and you really don\’t care!
Respond to All Comments! Responding to even the good comments can make a difference! I am pleased to share with you an email I received from one of the attendees at that seminar. The sale was made because of listening and responding to everyone. Below is shortened version of the email this company received:
“I wanted to let you know that I selected Old Town Trolleys this coming weekend not only because of the very positive reviews (TripAdvisor.com) but specifically because I could see in the responses to the reviews that Piper reads each one, responds to both positive and negative comments, and seems to genuinely care about the service your company provides. Kudos to her!! Please let her know that her comments are noticed and do make a difference in customers\’ selection of your company.”
Kudos to Piper and Old Town Trolleys for not only Listening but also Taking Action! We all need to take time to listen a little bit more carefully online and offline! That\’s it for today! Enjoy the weekend and greetings from beautiful Key West, Florida!
Florida Keys Update Via Key West:
Key West Fall Festivals include Key West Brewfest, Womenfest, Key West Poker Run, Fantasy Fest, Parrot Heads Meeting of the Minds, Key West World Championship Race and more!