Best Practices for Social Media Management Firms
As a social media management firm, you have the honorable task of representing your clients online. As you do this, you may be interested in knowing how you can best go about this to keep your clients happy month after month.
Communicate with Clients
One of the biggest complaints from people who use social media management firms is they don’t hear from their social media managers. This creates a disconnect that can grow month after month until the partnership ends.
Communicate with clients at least once a month. If you want to shoot for above and beyond customer service, check in weekly. The only way to know you’re delivering what you should to your clients is by asking them, so being available to them as much as possible is important.
Clients are paying you to take care of their social media marketing. They expect a return on their investment, so show it to them. Be sure to keep everything you’ve done and give them reports monthly on the results. They will appreciate the information greatly and know that their money is being put to good use.
Identify and Communicate Issues Immediately
The worst thing you can do is to hide mistakes you’ve made or problems that arise on social media. If you’ve made a mistake, try to fix it and then let the client know what happened in case anything comes up in the future. In addition, communicate any problems such as when a customer of theirs leaves a negative review. Businesses usually want to decide how to best handle this situation, so don’t take it upon yourself to do it.
Be Honest and Straightforward
Whenever you lie or stretch the scope of your work to make clients stay, you end up risking your reputation. Be real with customers by telling them exactly what you are going to do for them. Don’t overpromise anything, and always let them know that since your work is entirely based on other people, there is always a chance that there will be some goals unmet each month. It’s better to under promise and over delivery than over promise and under deliver.
Educate Clients When Necessary
Many clients do not understand how social media works. You will not be divulging any secrets by educating them on what you or your workers do to help them. Let them know why you do what you do and what the possible benefits are from it.
Clients appreciate the information. They can take that with them to let others know what you’re doing for them. This can turn into some great referrals. The other benefit to education clients is that it’s like giving away something free. They love free things and will want to stay with you to see what else you can offer.
Build a Working Team
A team is what will lead your business to success. When finding members of a team, concentrate on the strengths each person can contribute to the team. The productivity of the team will be much higher if you do this because according to Gallup, people who are able to use their strengths are six times more likely to be engaged on the job. This means they are happier, more willing to work for you, and stay part of the team.
Communicate with the Team
The team will not be able to deliver if you do not tell everyone in it what you want. You must inform them of everything you want them to do clearly. Goals and steps to those goals should be identified to or together with the team.
It’s also important to connect the team with clients as much as possible. Let team members know about the clients and allow them to get to know them well. When there is an emotional connection to the people they are helping, they will be more likely to do what it takes to make them happy.
Hold Your Team Productive and Accountable
David Schwartz of EMMDeavor (DBA Qruber) & Wireless Watchdogs believes the best way to run a successful business is to set proper team expectations and accountability. You can have the best team in the world, but if they do not perform up to your expectations, you won’t get too far. You can do this by following Schwartz’s strategy of having bi-monthly meetings with managers and executives. During the meetings, accomplishments and challenges are discussed. There’s also time during the meetings to come up with tasks to do to grow the business before the next scheduled one. This keeps everyone working on something and at the next meeting, it will be clear who has done what needs to be done and who hasn’t…
Grow a Business on Data
Social media is evolving and it’s not going to stop. You need to keep up on all of the changes as they happen and then adjust the way you serve your clients. Tracking the changes is one of the best ways to do that, so you know what you are doing and not doing to stay on track with the latest social media marketing strategies.
Clients and Employees Make Up Your Business
Don’t ever forget the reason your business is growing – your clients and employees. They are what keep you open every day. For that reason, treat them well. Find out what they need and give it to them, so they can continue to make you happy. Whenever there is a problem, do what you have to do to solve it. If you can’t solve it, do what you can to soften the blow.
Running an online marketing firm can be intense because you’re working with many different personalities online and off. Just remember to stay professional, courteous, and engaged with everyone. It may be hard some days, but if you do the best that you can, you’ll end up seeing how beneficial it is to your business’ success.
Nathan is an enthusiastic blogger and marketing manager at ContinueContent. He maintains keen interest in progress and development in the marketing and business space. He also provides consultancy to small and medium sized companies to build their brands online, design and execute their online marketing strategy to propel business growth.