Introducing – Katherine Keller our feature blog writer!!
I was a pretty lucky kid in high school. A lot of kids are stuck coming home from their high school job smelling like they rolled in a vat of grease. Since I lived in the Midwest there were a ton of kids who came home smelling like they had played with Wilber the pig all day at the county fair. However, I was different. My first job was a selling associate for JC Penney in the shoe department. I came home smelling like brand-new, beautiful shoes. I loved myself. I loved smelling myself. I loved my job. I love shoes. And I think…shoes love me too.
Besides the intimate love affair I had with shoes, I learned a lot about customer service. At JC Penney we had 60 seconds (or less) to greet EVERY customer that walked into our department. It didn’t matter if I had a customer standing at the cash register, another one who wanted to try on 6 shoes (each in a size 6, 6.5, and 7), and an exhausted Mom allowing her 2 toddlers to pull all the display shoes off the shelves and chuck them at each other. No if, ands, or buts about it….60 seconds to say “Let me know if I can help you with anything,” or “I will be with you in a moment.”
As business owners, we know this should be done with each of our customers. Whether we meet them at a home party or an expo we introduce ourselves and ask them to let us know if we can help them with anything. Business coaches, upline mentors, books, and seminars all train us on making the customer feel important. We are pros at it….no one is better at making customers feel important than small or at home business owners.
YET, something happens to us when we get online. I have no scientific evidence to back me up but my expert opinion is that the electronic pulses from the computers make our neurotransmitters go hay-wire and all of the sudden we begin channeling Billy Mays. These are the same electronic pulses that invade my 11 year old son’s brain when he plays video games and then becomes temporarily hearing-disabled to the sound of my voice.
We get on Facebook and we become….salespeople. No longer are we customer service reps. No longer are we small business owners who introduce ourselves and make everyone feel comfortable. All of our magical training from our books and seminars go out the window.
Not ME! You emphatically deny.
Oh contraire, I respond.
Let’s pretend your business Facebook page is a brick-and-mortar store. Anytime you get a new person “liking” your page that is the equivalent of them walking into your store. How many of you have greeted your “Facebook guests” within the first 60 seconds of them walking into your virtual Facebook store? How many of you have greeted them within the first 3 days? How many of you have even acknowledged they EXISTED? Can you imagine walking into a Macy’s or a Neiman Marcus and the associates not even acknowledging your existence? No….it doesn’t happen. Because they have established themselves as a high-end, customer service oriented establishment who takes care of their customers. If you want to shop at a place where the associates duck their heads and pretend they don’t see you, then shop at any discount department store (who’s name I don’t want to say by rhymes with “al-mart”).
When you are an administrator on Facebook you have this handy feature that lets you know when you have a new like and who the new liker is. Click on their name and visit their page. Do they allow you to send them a private message? If yes, then send them one. Introduce yourself just like I did at JCPenney. Let them know you appreciate them stopping by and if they have any questions to let you know.
DO NOT go into your Billy Mays spiel. Do not write paragraphs about your products, how you got started in your business, your kids, how long you were in labor, the cocktail you drank last night, or how your husband is in the dog house…..they don’t care and you run the risk of being marked as a spammer (and a psycho). A sample thank you note I might write would be something along the lines of:
Thank you so much for stopping by Chumcubo Designs Facebook page today. I hope you found all the information you need. If you ever have any questions you can always email me at Katherine@chumcubo.com or message me on our Facebook page at http://www.facebook.com/chumcubo.
I hope you have a wonderful day and, again, thank you for visiting.
I want you to stop for a moment and think about how many times you have “liked” a Facebook page and then the administrator sent you a personal message thanking you for doing that. Think carefully. I’ll wait……
Still thinking? Is it a large number? No…..most of you will probably say that NO ONE has ever thanked you for liking their page. So what gives?
It takes 60 seconds of your day to thank someone for visiting your “Facebook store.” What happens in that 60 seconds is that you are instantly set apart from your competition. You immediately go from being a discount-store quality of service to a Neiman Marcus quality of service. You stand out…and in an industry where you are selling the same (or similar) products as thousands of other women, anything you can do to set yourself apart from the pack is a GREAT thing.
For me, about 1 out of 10 people respond to my thank you and we begin a conversation that can then lead to a long-term customer. One out of ten may seem low, but as I write this I have over 1,600 fans on my Facebook page which means approximately 160 conversations I have started with people who I NEVER would have started with had I not reached out to them first.
It’s time to start treating your online communication like you would your face-to-face communication. Step 1 is get your new likers started off with a Neiman Marcus quality service.
|Katherine Keller has the gift of writing, a knack for graphic design, the genetic legacy of sarcasm, an obsession with online marketing, a desire to help others succeed, the blessing of motherhood, and the curse of perfectionism. With that combination her life is anything but boring and through her wit, wisdom, and humor she had endeared clients across the nation. Keller has taken her knowledge of online marketing and trained countless small business owners on the least expensive and most effective methods for taking their businesses to the next level. She works with individual entrepreneurs and corporations on giving them a professional edge with their online marketing campaigns. Chumcubo Designs now has international clients and is continually expanding. Visit her site at www.chumcubo.com