Do you like the smell of fresh fish? How would you feel about working at a fish market where that, and dealing with slippery fresh fish greets you everyday?
I would certainly end up crabby (no pun intended), but the good people of a popular Seattle fish market turned this dynamic around.
They made their fish market a pleasant, welcoming, and fun, place to be (check out this video). Now I think going to a fish market like that wouldn’t be so bad.
And so because of this fun-loving bunch, the FISH! Philosophy to customer service was born, and has become an approach to creating a positive and engaging customer service experience that is part of customer service training.
How FISH! can help you in social media
The FISH! philosophy is about dealing with people, coincidentally so is social media. Applying this approach can have a wonderful effect to your social media presence whether it’s for small business or your personal brand. The 4 elements of can help create a more meaningful presence on the various social media networks out there.
How many of us have liked a corporate company on say Facebook, when all their posts or statuses lack energy? Or the connection is so focused on promoting their work that the account becomes a soapbox.
Some companies are so focused on having a clear and consistent (safe) voice that makes their posts dull to read. While other businesses have found a way to sound like a person, and bring some fun and energy to their page. The results? Their connections or followers respond!
PLAY is about bringing energy, and can be applied to your own situation, whether it’s creating awareness for a bog, business or product. Bring energy and fun to what you post, and your community will play with you.
CHOOSE YOUR ATTITUDE
You do not get to choose how people receive or approach you or your business on social media, but you do get to choose how you respond.
For example, I recently put together a short beginner’s guide to social media. Towards the end of the project I was exhausted, frustrated and just wanted to be done with it. So I skipped a few grammar and spelling errors in my last review. A reader came across some grammar and spelling errors and decided to contact me. I could have been defensive (which I was at first) but then I decided to change my attitude, and welcome criticism, and hopefully that reader will stop back again in future.
Being on social media you will meet either complaints, criticism or negative feedback choose your attitude in how you respond. A lot of companies big and small have had scandals where they mishandled social media and it came back to bite them: Volkswagen, and the Ocean Marketing scandal spring to mind. Bring positivity to how you respond in comments, tweets, or Facebook statuses it helps reinforce positive associations people have with your brand.
MAKE THEIR DAY
I believe it’s Plato who once said, “Be kind. For everyone you meet is fighting a hard battle.”
So make someone’s day today. Find people on social media you want to connect with or that follow you and comment on their work. I don’t think there’s anyone out there who does not like receiving a compliment or just simple recognition. Try and apply this by following up to every other Twitter follower you receive. Take a peek at what they are working on and comment. I don’t do this as often as I would like but think about how great is when people acknowledge your efforts.
This also applies to newsletters; instead of having some “donotreply” address why not put one that people can respond to? Every once in a while I will read something in one of the newsletters that would really spark my creativity, being able to reach out and say a simple thank you or just my response would make me more likely to read future newsletters I receive from the writer.
Be engaged, be present, and be responsive.
For a small business or a personal brand you don’t have to be on every social media channel out there, but you should try to be engaged and active on the one’s you do join, otherwise what’s the point?
Social media is an engagement tool, and if you have Likes, followers or connections and you fail to respond, then you miss out on the potential of deepening these bonds. Many people think social media is killing the quality of human interactions, but I think if used correctly it can create an extension of it. So be there, where your customers or audience is, and be engaged in the conversation.
Have some thoughts? Share them below, I’d love to hear your feedback.
Featured Image credit- Flickr-David L.
Daisy Quaker is a freelance internet marketing consultant, specializing in social media strategy, content marketing, e-mail marketing and internet marketing strategy. In her spare time she writes a personal style blog. Find her on Twitter and Google+ and tell her what strategies work for your business.