What is the Purpose of Social Media for Small Business ?
Some Small Businesses think that
the hype of what many Social Commentators
portray about Social Media could be harmful for their Business .
A ' Social Media Hype ' description
of the Purpose for Social Media for Small Business would go like this ,
' To provide a forum for disgruntled Customers
to voice their complaints and concerns ,
for everyone to see ,
and to get a quick and satisfactory response ' .
A major problem for Small Business is effectively dealing
with Negativity and Customer Complaints on Social Networking ,
without losing potential New Customers .
Some Public Articles are reporting that Customers are getting ' Quick responses '
to their Complaints on Social Media ,
and that this is therefore a good thing for Customer Service standards .
However ,
no distinction is made between the largely different Needs of Big Business and Small Business .
Large Companies must be seen to be doing the right thing by Customers
on Social Networking ,
prompty responding to every Complaint , no matter how trifling ,
and providing positive input when the conversation becomes ridiculously Negative .
' You have to respond to every nasty comment promptly , otherwise you don't understand the
Social aspect of this Media ' .
Or we can try to find out what the real problem is ,
and create a workable Solution to meet the Business owners needs .
A recent Case Study of our illustrates the point clearly ,
A Furniture Business started a Social Media Business Page ,
it grew to around 400 members in 6 months ,
there was a lot of Positive interaction from Happy Customers on the Page .
This caused the ' green-eyed monster ' to raise it's ugly head of jealousy
in a competitor Business .
An individual from the competitor created a fake profile ,
and began to attack the Furniture Business in a scandalous and fabricated way on their Wall .
The Business owner was distraught ,
and was then ill advised to engage the green-eyed Joker by an ' expert ',
and resolve the customers problem .
The situation subsequently escalated out of control ,
because of the bad advice ,
then unrelated random teenagers joined in the ' fun ' ,
and began to taunt the Business Owner .
Membership of the Page dropped significantly ,
and Customer Orders were cancelled as the ' bad news ' spread .
When we were then asked to assist ,
and the first thing we did was to trace the origin of the green-eyed Joker .
It was easy to pinpoint the Profile to that of a competitor ,
there were obvious links .
Our immediate advice was ,
" Don't engage the Joker " ,
" Block their Profile and Ban Permanently others who emerge as similar "
Problem Solved !
For Practical Help with your Social Media Marketing ,
Contact Jeremy Reynolds on ,
alphasocialmedia@gmail.com
Copyright - Alpha Training - Jeremy Reynolds - 2011
- Why are some Small Business Owners lacking enthusiasm for Social Media ?
Some Small Businesses think that
the hype of what many Social Commentators
portray about Social Media could be harmful for their Business .
A ' Social Media Hype ' description
of the Purpose for Social Media for Small Business would go like this ,
' To provide a forum for disgruntled Customers
to voice their complaints and concerns ,
for everyone to see ,
and to get a quick and satisfactory response ' .
A major problem for Small Business is effectively dealing
with Negativity and Customer Complaints on Social Networking ,
without losing potential New Customers .
Some Public Articles are reporting that Customers are getting ' Quick responses '
to their Complaints on Social Media ,
and that this is therefore a good thing for Customer Service standards .
However ,
no distinction is made between the largely different Needs of Big Business and Small Business .
Large Companies must be seen to be doing the right thing by Customers
on Social Networking ,
prompty responding to every Complaint , no matter how trifling ,
and providing positive input when the conversation becomes ridiculously Negative .
- Should a Small Business owner respond to every trivial , Negative comment on a Social Network about the ' coffee they serve ' ?
- Are Small Business owners having counter-productive experiences trying to deal with Negativity on Social Media ?
- Why do Small Business owners take so long to respond to a Customer Complaint on their Business Wall ?
' You have to respond to every nasty comment promptly , otherwise you don't understand the
Social aspect of this Media ' .
Or we can try to find out what the real problem is ,
and create a workable Solution to meet the Business owners needs .
A recent Case Study of our illustrates the point clearly ,
A Furniture Business started a Social Media Business Page ,
it grew to around 400 members in 6 months ,
there was a lot of Positive interaction from Happy Customers on the Page .
This caused the ' green-eyed monster ' to raise it's ugly head of jealousy
in a competitor Business .
An individual from the competitor created a fake profile ,
and began to attack the Furniture Business in a scandalous and fabricated way on their Wall .
The Business owner was distraught ,
and was then ill advised to engage the green-eyed Joker by an ' expert ',
and resolve the customers problem .
The situation subsequently escalated out of control ,
because of the bad advice ,
then unrelated random teenagers joined in the ' fun ' ,
and began to taunt the Business Owner .
Membership of the Page dropped significantly ,
and Customer Orders were cancelled as the ' bad news ' spread .
When we were then asked to assist ,
and the first thing we did was to trace the origin of the green-eyed Joker .
It was easy to pinpoint the Profile to that of a competitor ,
there were obvious links .
Our immediate advice was ,
" Don't engage the Joker " ,
" Block their Profile and Ban Permanently others who emerge as similar "
Problem Solved !
For Practical Help with your Social Media Marketing ,
Contact Jeremy Reynolds on ,
- Part 17 of an ongoing Series .
Copyright - Alpha Training - Jeremy Reynolds - 2011
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