WWYD – What Would You Do?

Knowing the answer to What Would You Do can be difficult

We all have opinions. Some are stronger than others; others, vocalize their opinions louder than others; and yet most, will never change their opinion no matter what the voice of reason/opposition has to say. Playing off the television show, I ask, what would you do?What would you do

Here is the situation:

Recently, I saw a post from a Facebook connection. It was a video and social commentary on a rather sensitive topic. What I saw in the video was a bit different than what the poster had expressed in the written comment. I began to write my response to the post about 5 different times. Eventually, I ended up not typing anything.

Each time I would start thinking I was taking a different tact, but ended up deleting the response because the written word and a post is forever. It is so much more difficult to know the tone and intent of a comment when written than when you are speaking directly to that person because you are able to see the non-verbal communication.

Because of an experience I had years ago on a chat board with trolls who posted to cause a disturbance, I am much more aware of “newbies”, or even someone who has been around a long time, could take the written word out of context and think an innocent comment is a personal attack.

Additionally, I didn’t think that my comment would be taken in the right context as I could be considered on the opposite side of that particular sensitive topic.

Here are some thoughts to help you figure out what you would do:

  1. Do what I did and let the moment pass. I didn’t feel so strongly about the issue that I felt I had to make the comment.
  2. Write your comment and let the “battle” begin. Once I posted a bad review in a “What’s happening in ((You name the town))”. My post garnered a great deal of responses and some were just nasty.
  3. Unfollow the person or shut them out of your feed. ( I have done this before, it can be kind of liberating.)
  4. Try to send a private message to the person with your opinion so as not to take it public.
  5. Make a phone call.

Remember, you will probably not change the opinion of the person to whom you are commenting, so is it worth the angst you might feel when the return comments are heated, pointed or vengeful. (I just had a thought that I wouldn’t be writing about this, if the item or the issue were positive, like beautiful flowers or gorgeous scenery.)

What else would you do?

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Career Day Presentation

Have you ever given a Career Day Presentation?

I am reminded of the commercial on television where the parents are career day presentationgiving a career day presentation and the fireman dad comes in his gear. All of the other dads have a look of uh-oh, he is going to get all the questions.

I guest lecture to a Masters program Marketing class. It is a cake walk compared to trying to keep the attention of a group of high school students.

Giving a Career Day presentation to high school students can be challenging. Some of the go-getters are totally engaged and ask great questions. Then there is the class either first thing in the morning or right after lunch, where all the kids do is snooze.

I am going armed with video in my presentation – it has catchy background music and cool facts. I will be using Prezi for my presentation – not just words, but lots of graphics and movement. I will have giveaways – everybody likes a good tchotchke.  I may even pull out a fun (in my opinion) quiz the kids can take and win a prize – everyone likes the chance to win a prize right?!

My biggest challenge will be that the kids are almost as savvy in my field as I am. They use the latest social media tools. Facebook to them is passe. Snapchat is rage – this week. All the time I hear, if you need to learn how to do something on the internet or a smartphone ask a teenager. The advantage I have over a teenager is the marketing experience I have gained over the years, the comparison for new technologies to old ones AND I can have my selfie-stick in the classroom!

Career Day presentations to high school students are about what you do to interest them in what they might want to do can be challenging. Not all students are college bound, as not all jobs require a college education. Helping those students understand the value of all types of careers is what will keep the world going round.

Wish me luck, watch for the pictures on my Facebook page!

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Where do you use your social media?

I use my social media on many devices.

When I ask this question during one of my presentations – “What are the top two reasons why people buy a smart phone?” I often get the response for social media. While that is a good answer it isn’t correct.

I sit at a desk a good part of my day. I use my desktop for quite a bit of my social media updates etc. I often use my smart phone, a tablet, or a laptop.

One of the things that I have noticed all too frequently is that I don’t see the same thing in my Facebook feed on my mobile as I do on my desktop, tablet or laptop.social media - Facebook is slow

Quite often my desktop version of Facebook is very slow to react, so slow in fact that I often kill the tab and sometimes don’t reopen it. (See the picture.) Sometimes, I think Facebook is trying to push people to use mobile so they Social Media - Facebook Failmake the desktop version slower and slower. (Now it could be the fact that I have 20 tabs open at any one time and three browsers, but…)

Some platforms like Instagram don’t even let you use it from a desktop. Twitter is an on the go platform. Pinterest is a tablet and a glass of wine or cup of coffee type of platform. LinkedIn is often used on a phone or tablet, but has so much more functionality on a desktop or full laptop.

Where do you use your social media the most? Does it suit your need for speed, or is it more like the tortoise? If you are in business, do you have the right tools to use to enhance your process, are you keeping up with your audience, or better yet, is your audience able to keep up with you? Do you posts get seen? Better yet, are you getting the reactions you want from your posts?

If you were answering no to any of these questions, it may be time for us to have a chat about how you use your social media.

(By the way, the answer to the first question is 79% buy it for phone calls and 78% buy it to read emails.)

 

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Customer Service and Social Media

How does social media impact your Customer Service?

Recently, I ordered carry-out from a local Mexican restaurant. The customer service wasn’t the best. I want to show you the impact of social media as a result of my poor experience.

I have written about customer service before, as it relates to my life and social media. You can read one post here that is a great example of how it can be done. Another article is here.

Before the days of social media, if you were happy with what happened at an establishment, you might tell 2 people. If you were unhappy, you might tell 10 people. Your circle of influence wasn’t that large. If you were really unhappy, the time frame of your sharing might be longer, so the number might rise to 20 or 30 people who heard about your bad experience. Once social media came around, that number that you reach is as broad as your knowledge of how to post a review about a business on the variety of social outlets where they can be found, or haven’t found yet.

Let’s go back to my sad story. Early this year I chose to go gluten free on the advice of my wheat-995055_1280homeopath. That means that I avoid wheat, barley and rye. I have found that I do react negatively if I ingest one of those. There is this thing called cross-contamination where even if I don’t actually eat it, if it touches the food I do eat, it can cause me distress as well.

All of that back story to say this – I ordered enchiladas to go (corn doesn’t affect me). I got to the restaurant. I gave them my order number. The lady checked my ticket. There was only one order waiting. She grabbed it and bagged up my chilies, chips and salsa, and my dinners. I paid my bill and left. (Notice I did not check inside the container.)

When I got home, 20 minutes later, I unpacked my order, opened the container and saw burritos. (Made with flour tortillas – flour is bad for me!) I called the restaurant. They immediately knew who I was because I got another persons order that was very similar – two meals, chips and salsa. They told me I was welcome to come back to get my order. I said, I would prefer not to drive round trip another 40 minutes. I asked if they would provide a credit the next time I was in. The young man told me “We can’t give you a credit, because you would get free food.” I told the young man, I would probably not come back – EVER.

I posted in a Facebook group called What’s Happening in Elgin. I gave them a negative review on Yelp and Google. I am writing about it here on my blog and will share this on Pinterest, Facebook, G+, and LinkedIn.

Now, here are my observations.

  1. People can be rude and crude. You may use foul language in person, FB cs 2but it should not be used to make a point in a public forum. You never know who is going to read your post. If you don’t care how you sound to others, that is fine, but it can come back to bite you in the behind. Would you want your grandmother to read what you wrote?
  2. People stick up for the underdog – not always seeing both sides of a story.
  3. Arguing on social media never usually works out. If someone complains in a public forum and you are the business, you should always take it off-line as soon as possible. You can respond by saying, please call me at xx number at your earliest convenience, I would like to resolve this matter.
  4. There may be a cultural difference or a generational difference between how people perceive good customer service or good will. Many of the people in the Facebook thread thought that it was totally my fault for not checking my bag before I left OR the offer to come back and get my original meal was dealing with the situation properly. The fact that I should have been overjoyed at the chance to drive back to pick up my meal was what they considered good customer. Would they have made me a fresh meal or would I have been given the original meal (which by the time I got back home the second time would have been over an hour old).
  5. If you “react”, wait before you post. Apparently the owner’s wife posted a negative FB cscomment in the thread, changed her mind and deleted it, but not before someone got a screen shot and reposted it. AND refer to point #3.
  6. Sometimes,FB cs 5 apologizing is all that it takes to right a wrong. While the owner of the business never actually apologized, the owner of the sister business sent me a private message. Refer to #3 above. I responded to her as soon as I saw the message, assuring her, that her facility was not in question. While this did not make up for the fact that I never heard from the business itself, it gives me faith that some people do pay attention to social media and what it can do to their business. Perhaps if I hear from the actual business owner, I might go in and take down my reviews.
  7. Posting an opinion on social media does not mean you are trying to close a business down. Remember my comment from earlier about telling 10 people if you are upset? Now, posting to social media about your experiences is the norm. Peer recommendations fuel whether you are going to use a product or service. Peer recommendations get you FB cs3everything from a new dog groomer to a Mexican restaurant. Many people ask how to do things, where to find things, sell items, or buy items. This is evidenced in the decline of classified advertising in newspapers. When was the last time you bought an item because of a commercial you saw? When was the last time you ate at a restaurant because you saw that a friend of yours had checked-in. The power of social media to drive people to a business is growing exponentially.
  8. People care. One person made the comment that this isn’t Chicago, no one cares aboutFB cs4 my reviews. I advise people all the time to check their reviews. If they have a negative review about their business, they need to work on getting others to add positive reviews. If you are not concerned about what is showing up on the internet, then you aren’t concerned about your business. Google reviews show up in Google searches and Facebook reviews show up in Bing searches. Yelp has a growing following. Reviews on platforms like Urban Spoon or other new platforms, may be out there and you don’t know what people are saying about you.  My answer to that particular poster that no one cares about my review is – you don’t know who I know. You don’t know my level of influence – my Klout. You don’t know who might see my comment and change their mind based upon my words or someone else’s opinion of a business you are about to frequent. Just because the place is a small local establishment, doesn’t mean they shouldn’t care about what people are saying. “They don’t need you” as one poster says, may be right, but if enough of me’s get treated improperly, it will have an effect upon that business.
  9. One comment can go viral – be ready for damage control. Again, refer to #3 above. SM commentsThere was an incident a few years ago where a singer’s guitar was damaged by an airline. He wrote a song and posted it to YouTube. Over 15 million views later, this is a great example of what can happen if you don’t care of business. Now my small local post only garnered a fraction of that kind of response, but it is still a relatively significant number compared to when something goes right.

Does what people might say about your business on social media impact your customer service?

Overall, this was a good exercise to see how social media and customer service work together. As some of you know, I speak publicly. I tell a story about my experience with a “utility” provider. I tell this story at least once a month for the last 3 years. This story is going into my repertoire as an example of how to control your reputation. A little positive public relations can go a long way!

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