Class is a very attractive quality in a person. Merriam-Webster defines the word “classy” as “elegant, stylish; having or reflecting high standards of personal behavior; admirably skillful and graceful.” When I think of the word “classy,” the first person who pops into my head is Audrey Hepburn. From the way she dressed and carried herself to the way she acted in and reacted in every situation, she was the epitome of class.
A high level of class is even more important to achieve as a business. Customers are more likely to respect and be attracted to a business that has high standards and treats its customers well. This is especially true for a business using social media as part of its marketing strategy. Everything posted by you or about you on social media influences your customers’ view of your company and brand. A company that is classy on social media is viewed more positively than one lacking tact and grace.
So, how can you practically apply this idea when interacting with your customers online? By implementing the following social media strategies, you will be prepared to handle any and all situations that come your way with class:
Customers do not appreciate being lied to; in fact, this may be the quickest way to lose customers. Do not make claims you cannot support or promises you cannot keep.
Be an Expert
If you can become a respected source of information about your industry or product, more people will listen to you and take what you say seriously. Usability is key. If you post good information, but people don’t know what to do with it, your social media strategy will be an exercise in futility.
Take into consideration the types of information your customers are interested in. Also, show interest in your customers, not just in yourself. Ask them questions about what they would like to see, and then take action based on their feedback. Try to get involved in their lives. Whole Foods does a great job with this aspect of its social media strategy.
Use a Three-Step Process when Interacting with Your Customers
- Adopt an open-minded attitude: Go into these interactions without preconceived ideas about what your response will be, as these can prevent you from really listening to what the customer has to say.
- Listen: If customers take the time to contact you, their messages (whether positive or negative) must be very important to them. Their comments should be important to you, too.
- Ask questions: This may not be your natural reply, especially if you do not agree with the customer, but it should be your first response. It shows customers you care enough to make sure you understand exactly what they are saying. It also lessens the chance of miscommunication and can prevent heated discussions based on assumptions.
Above All Else, Be Positive and Professional
Make sure your posts sound both professional and conversational. Write the post, then proofread it. Check your grammar and spelling. Then, read it again—and maybe once more. Nothing says “unprofessional” like posts containing simple grammar and spelling errors, which could have been fixed with a little bit of editing. And remember: it is never okay to respond to a negative comment on social media with more negativity or defensiveness. (Instead, follow the three-step process listed above.)
While you should follow these guidelines, you don’t need to over-think all your social media posts. Don’t stress every time you’re about to click “post.” Social media is supposed to be a fun, enjoyable way to interact with people. Develop strategies to deal with any issues that may arise, and be cognizant of how your posts affect your brand. Now, go out into the world of social media and make me (and Audrey Hepburn) proud!
What is your favorite strategy for “keepin’ it classy” on your business’ social media pages? We would love to hear about it in the comments below!
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