“Professionalism is not just an idea; it’s a big deal. Having a team of dedicated and professional staff makes a huge difference in how customers perceive your business [or nonprofit], repeatedly patronize it, and refer it to others. It can make or break your brand whether you work alone, have one employee, or employ a hundred people.”
Being professional in every communications channel is important, especially in social media where everyone can see how you handle customer relationships. Here are seven social media tips to maintain professionalism in your communication:
- If you have more than one person representing your brand on social media (SM), develop protocols to guide them. All it takes is one slip up and your brand reputation is toast.
- Segregate your personal SM accounts from those you use for business purposes. Your customers will be uninterested in your newest recipe unless your business is food related. They certainly won’t feel confident in a company or organization that posts its employees’ drinking binge photos. Use common sense.
- When customers send you direct messages, be sure to respond within the same day whenever possible. Check your SM accounts regularly or at scheduled times.
- Share worthwhile content related to your business.
- Don’t get too chummy or overly familiar with customers on SM. Remember that outside of direct messages, others can read your posts and comments.
- Avoid jokes, religious or political content, or anything that your audiences may deem controversial or offensive. You don’t want to alienate people.
- Always respond to negative and positive customer feedback in a timely fashion. For complaints, you may want to apologize and ask to take the issue offline, especially on Twitter. It’s challenging to go back and forth using 140 characters.
(These tips are from my new book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success)
Related Article: Professionalism: Setting the Stage
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