Social Media is such an integral part of everyday life and business. Most businesses now have a social media presence whether it’s Facebook, Twitter, Pinterest and Instagram or a combination of any of these. But its not uncommon for a lot of business owners, in particular small business owners to shy away from promoting their business on social media. The main reason for this is they fear that they are open to negative feedback and for a small business negative feedback can have a big impact.
Businesses survived many years without the internet and social media but we now live in an age where people rely heavily on websites and social media to make decisions when it comes to purchasing goods and services. It’s safe to say that if a business doesn't have an internet presence then it needs to rely on its reputation and word of mouth but unfortunately it doesn't always have the desired results.
So how can small business have a social media presence and minimise negative feedback where its not warranted? By exploring the options of your desired social media you can tailor your page to ensure you are able to monitor any content that is made public.
In the case of Facebook, you can set up your page to not display posts on your time line unless they have been approved by you. This allows you to police what is made public. If you do this bear in mind its not an excuse to bury your head in the sand if you don’t like a comment that has been made.
One of the golden rules of social media is to address all comments whether they are positive or negative. Someone may comment that they left you a voicemail message but you didn’t reply to the message in what they believed was a timely many. Rather than ignore the comment, offer an explanation. You may have been in a meeting with a client or some other legitimate excuse. People need to understand that you are running a business so there may be times when you can’t answer the phone. Of course if you feel that a comment is detrimental to your business and unfounded you are within your rights to not publish it but I would still reply to the person directly.
Social media is such an effective marketing tool that I believe it’s important to have a presence. Consider it a passive form of word of mouth.
If you would like assistance in setting up your social media profile you can email Absolute Marketing Communications at firstname.lastname@example.org