How Should You Communicate?
Yesterday we spoke about how to increase your circle of influence and get more “Friends”. Today’s focus is how should you communicate.
People talk about “finding your voice” on the “social scene”. The bottom line is you need to be real, authentic and honest.
Sharing updates with your extended network is what social media is all about. Do it regularly and keep it light. Share news and links as well as your “stuff”. And don’t just talk about business, engage your fans with updates on local events, witty news stories and points of community interest.
It’s helpful to remember that the updates and comments you share are not invasive. They appear on your friends’ Facebook or Twitter wall where they can choose to dive into the conversation when they see something that interests them—so don’t be shy.
There’s some more tips of “what to do” further down but for now let’s look at “what not to do”.
Did you hear about the Nestle debacle? You know, the big chocolate company, amongst all the other products they manufacture.
When they set up their FaceBook “Fan Page” they had a heap of people join the group and things were humming along nicely.
Then Greenpeace challenged them on their poor management of palm oil resources in Indonesia and how they were also dislodging the Orangutan population.
Greenpeace started to paste “graffiti” on the wall by way of the “Kit Kat” chocolate bar being changed to the term “Killer”.
You can imagine that Nestle weren’t happy but it’s how they handled this is where the lesson is.
Right on the “wall” they threatened legal action and copyright infringement and this just escalated the “graffiti” and frustration of Greenpeace and the “wall” followers. This standoff went on for a few weeks and then the penny dropped with Nestle, they had it all backwards.
They needed to listen, get off their high horse and try and make things right.
Let’s face it, if a client comes into your business with an issue you try and fix it right? You certainly don’t go all sanctimonious!
So that’s what they’ve done. They’ve taken the criticism on board and are now looking for renewable resources of palm oil and a whole gambit of other ecological issues that needed addressing.
They’ve learnt the following points which are a lesson for all:
- Being ‘real’, authentic, have transparency and be honest.
- Adding value and contribute – make a difference.
- Be human – People want to do business with people.
Is your business B2B or B2C? (“Business to Business” or “Business to People”)
- It should be P2P – people to people.
Here’s a company that got it right from the get go. And a local company and all.
IInet – the Internet Service Provider.
Personally I love them. My experience has always been great service, great products and great value.
When there was an issue I could always get through to the tech support and they sorted it out right there and then.
However, I’m not naive enough to believe that you can’t keep all the people happy all the time. I’m sure there are many who have not had the same experience that I’ve had.
So when they started their FaceBook Page I watched and waited with great interest.
When the complaints came, oh and they did, they handled them all with the greatest of ease. One by one they acknowledged the issue, apologised and were straight onto it.
They then followed up with feedback of offers of offline help to speak one on one with their disgruntled clients. They took the bull by the horns so to speak. They didn’t try and cover anything up. Ya gotta love that.
The reality is we have all had issues with clients and to be open, honest and transparent to help solve the problem and move on is what it’s about.
So moral of the story is don’t be shy, just get started. Just be “you” and be “real, authentic, have transparency and be honest” and it will all be OK.
Make sure you add value and contribute so you make a difference and the supporters will always outweigh any baggers. Be human – people want to do business with people.
Check out how Tony went from page 140 to page 1 in Google and stayed there!
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In short, I followed Peter’s training and within 6 weeks of the rebuild, the site jumped from page 140 to page 1 on a Google search.
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Tomorrow we rap up this e-series but I will continue to keep you updated through my regular newsletter.
I want to make one final point and ask my favourite question – “Out of 100 Visitors How Many Are You … ?”
Why are you doing any and all of this! Don’t miss that! “See” you then.
Committed To Your Success,
Peter B Butler.
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