I came across another fabulous article on soshable.com this week that I felt too good to pass up. This article discusses the tricky situation regarding responding to your social media posts or messages during the weekend hours.
To respond or not to respond?
Think about this…
If you’re the type of company that takes pride in the fact that the fans on social media are actually faithful patrons, then you should try your best to return the favor. If you have an unhappy but loyal customer messaging you about a less than pleasing experience you should respond…and hopefully you respond promptly. There’s a misconception about responding to messages and that’s: “Oh I’ll just respond when I have time.” Frankly, if you care enough about your customer’s you’ll make an effort to respond the moment you come across the message. This will show your customer that you’re concerned with their issue and that you care about their business.
If you don’t have the luxury of spending the weekend at your desktop, then there’s a solution for that! I downloaded the app, Pages to my Smartphone. Pages helps alert me when activity happens on my social media accounts. It works just like a text message. The beauty is, I can respond just as easily as text messaging too. Now the customer is at ease and you can get back to your weekend happenings!
The moral of this blog is, don’t leave your customer’s out to dry too long. You don’t want to make a poor impression. Even if you can’t get their problems solved as quickly as they’d like, at least they’ll know you’re trying your best!