Social Media Tips – Would You Talk Like That on the Phone?!?

We’ve all read the articles about talking to clients online rather than talking at them. But, no matter how many blog posts, Twitter updates and lists are made touting this idea, so many companies seem to be struggling with the concept. So, I’m going to try to make it simple for you. When you’re talking to your consumers online, think of it this way:

Would I say that to them if they called me on the phone??

For instance –

  • If you say something to someone and they answer, you’re now in a conversation. Don’t ignore them. Do you hang up on a person if he/she answers the phone instead of it going to voicemail?
  • Don’t ignore someone when they talk about you – even if it’s bad. Do you just hang up on clients when they call with complaints? (If you do, just stop reading now, you need more help than this blog can give you.)
  • Don’t ask random questions that have nothing to do with anything. Can you imagine a potential customer calling you and asking about your products/services and mid conversation you blurt out, “what’s your favorite color?” That’s strange. Don’t do it.
  • Use auto responders and automated messages sparingly. Your voicemail might pick up when you’re out of the office, but eventually you need to call the person back.
  • Stop yelling at people. Typing in all caps, bolding words, underlining things, blasting out the same piece of information over and over again… this is like YELLING! Use these attention-grabbing techniques sparingly. (That applies to overuse of exclamation points, too!!!!!!!!!!!!)
  • When someone says something nice or shares your information say, “thank you.” And, when you ask someone to do something for you, say “please.” Fitting it into 140 characters is no excuse to get rid of manners, make it work.

Overall, just use your common sense. If you use your phone’s caller ID to screen calls from people who talk too much, don’t get to the point, are self centered, only want to sell you something… then don’t be one of those people.

Do you have anything to add to this list? What words of wisdom do you keep in mind when updating your social networks?

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About Donna Queza

I'm an optimist grounded in realism. That's what I love about working on the web -- the possibilities to be creative and distinctive are endless, but there's always a need for those reality-driven, data-fueld folks who make our dreams into realities. I like to think I hover somewhere in the middle - creative, quantifiable internet marketing solutions.

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