It’s Your Customer
Depending on who you talk to, social media is the greatest thing since sliced bread (and doesn’t that date me!) or it is a necessary evil. Every day brings some new technology that connects you to customers faster, better and easier. At times, keeping up is simply overwhelming.
The theme of this blog is Keep it simple, clear and uniquely yours. Here is the best place to start – remember the point of your business – your customer.
Keep it simple
If you ever feel overwhelmed by social media, your customer probably feels the same way. Do you communicate through Twitter, Facebook, LinkedIn, email or by phone? Do you know which they prefer? When you think about it, it’s all social media.
Before the age of the new social media, I recognized that some people favored communication through email. Some preferred a phone call, while others wanted scheduled meetings. It helps if you know your customers’ preferred communication style. For some, that is not the latest technology.
Recently, I enrolled in a six-month course. A few weeks ago, I sent a tweet to the instructor because I knew she used Twitter – a lot! The other reason I used Twitter was because I could not find a direct email address for the instructor anywhere. The reply I received back was to post my question on Facebook. She didn’t even know if I had a Facebook account. Frankly, the response annoyed me. My recommendation – adjust your communication to your customer’s. Oh, and have an email that leads to you and not some form to fill out.
Keep it clear
So now you know your customer’s style. Use that knowledge and consistently communicate. Consistency keeps your message clear and less overwhelming. Used properly, the new social media has made that easier. It allows for more interaction with your customer.
If you send out newsletters, send them on a regular basis. If a customer prefers some one-on-one time, block off time in your schedule and make it happen. You build trust with customers when they know you are consistent and dependable.
Keep it uniquely yours
Adjusting your communication style to your customer is not a loss of what makes you unique. It’s just another way to show it. Maybe you’re the one who is reluctant to use the new social media. That’s okay. Utilize the services of a communication professional to share your message. The good news is there are many ways to share your message. Even the most technically-challenged person has probably watched a YouTube video at some point. If you’re not comfortable with the technology, hire someone who is.
If you remember the point of your business is your customer, your focus will be in the right place.
What tips do you have for working with a customer with a very different communication style from yours?
