poor social media management

Poor Social Media Management Habits

Social media has proven a reflective significance in the way we do business online. Social media is like a virtual community where business owners and customers meet.

Over the years, I have come across few things that I have decided to share in this very article. By the way, they are my personal opinions of how social media can positively influence one’s business.

First, I will outline the areas that most business owners on social media are not doing it then give my personal recommendation on what works better.

What your social media manager is doing wrong

  1. Profile description as “No scam zone”
  2. Disabling “Active Status” on Instagram and WhatsApp (Last seen)
  3. Disabling “Read Receipt” on WhatsApp
  4. Late response time even while active or no reply
  5. Business ownership mention on Instagram
  6. Inconsistent post styles
  7. Product listing without price tag
  8. Sharing business posts with personal photos
  9. Not responding to comments that may put one’s social proof into judgement

Profile description as “No scam zone”

It is true that idea behind the phrase “No scam zone” is to assert a level of trust into your customer’s subconscious.

But the problem is that a lot of people have misused the words “No scam zone”.

The Facebook and Instagram betting guys have manipulated people with the same no scam zone, the Forex and crypto spammers have also victimized some people.

The same thing goes with retailers that either use deceitful product images but send products that are no match to what the customer expects. Most times, your order won’t be fulfilled.

What about the online job PR on Instagram? If you too react, they either block you or change their username or probably do the both.

Using the same phrase in your business is certainly not a good approach to prove to your customers the reason to trust you.

There are other ways to show some social proofs. They include;

  • Posting an explainer video guide of your product with you as the explainer
  • Uploading photos of your customers then taging them. If you have no access to customer’s photo, you could involve yourself, your family and friends to take a picture with your products.
  • Offer pay on delivery if possible
  • Offer warranty or return policy if possible.

Combining any of these tactics are far better than the No scam zone every dick and harry does.

Disabling “Active Status” on Instagram and WhatsApp (Last seen)

Active status shows the last time your business was online. This is applicable on Instagram as active status and WhatsApp as last seen.

This feature is an advantage for you as a business owner or social media manager. It gives someone the condition to either reach out to you with the hope to receive a response as soon as possible.

But in a situation where your active status or last seen is turned off, it leaves your potential customer the only option to look for somewhere else.

I wonder why a business will be hiding their online activity status. It is business for good sake.

Let everyone know when you were online, when you left or when you are online.

In real life, it is just like coming to a shop that is open with products but no one to attend to you as a potential customer.

What else would you do rather than checking the next shop.

Recommendation:

If you are using a personal account together as a business account, create another account and let it be for personal matters.

Get a new number, use a WhatsApp Business for your business needs. Turn on your active status or last seen.

Disabling “Read Receipt” on WhatsApp

This is the elder brother to what we just discussed, disabling active status

Turning off WhatsApp read receipt is one of the worst thing to do as a customer support on WhatsApp.

Disabling last seen looks to be safer since customer’s messages get to be read and marked as seen.

Here, your customers are not sure if their messages have been read or they are just being ignored.

What would you do if you happen to be in the same shoe as a customer hoping to get a quick after sale assistance or a quick response to an inquiry.

In real life, it is just like talking to a customer service representative wearing headset or earphone.

You are not sure if they get your message or not. That is most annoying right?

Damn so annoying!

Recommendation:

If you are using a personal account together as a business account, create another account and let it be for personal matters.

Get a new number, use WhatsApp Business for your business needs. Turn on your read receipt and stop playing hide and seek.

Late response time or no reply even when active

It feels very bad to feel rejected. Yes I do understand why some social media account managers fail to respond to messages.

How would you feel when a business hasn’t replied to your messages yet they update their statuses and currently still online?

Bad right?

Yes I agree that Some people are time wasters, some ask irrelevant questions and some keep recycling same questions. But one thing is sure about customer representatives.

These people may not have idea about making formal requests , asking questions appropriately – some even use annoying short words.

Well, it depends on your market. Be ready to always welcome anything that comes into your daily activity as a business.

Customer service is all about patience. If you found someone that doesn’t seem to be serious, kindly let it known to them that you have other people in queue to respond to.

Obviously, some would find it unlikely but it does not stop you from being direct to the point. It is hard but we cannot be sure who our messiah is.

Some people even engage in verbal war with their customers. It is really not necessary.

If you intend to employ a virtual assistant as a customer service, always assess communication and comprehension skills. Follow this link on steps to assess customer service skill

Business ownership mention on Instagram

You may not find this cool if you fall on this category. Business ownership mention simply means adding your personal Instagram handle on your Business page description.

Meanwhile, this comes into two dimensions.

If you are a public figure, a celebrity, a model then it is a good thing to mention your personal handle on your business page description. This is done to educate your fans about your brand or business.

But in a situation where you are neither a celebrity nor a public figure, mentioning your personal Instagram handle as part of your business page description is not professional.

There are things that make strangers not to buy from you especially when it comes to some part of the world and religion.

Although it is very okay to mention on your personal page that you own a business page and not otherwise.

Imagine if someone stumbles on your business page on Instagram with the interest of buying a product.

But seeing your name on the description as the CEO or Founder then curiosity may land him or her on your personal page.

In a country like Nigeria, Muslim community where art of mannerism is much considerate; then if your account is where you upload your twerking videos, posts that offends certain religion, gender, political views then people affected are likely to pull off.

What a joke!”

Celebrities have the influence to control their fans but you don’t as a normal person. Why not remove that CEO @sexytephany @hot_trapqueen.

Inconsistent post styles

Post styles include

  • Professional
  • Casual

This simply means how you sound to your audience. It is your business voice and it differs depending on what business you are doing.

If your business is addressable to age 18 – 25, how you sound could be casual or informal.

This is unlike to audience between the age 30 – 65+. Your voice should be different as the age differs.

Also, you don’t necessarily need to be inconsistent in your brand voice so that your audience would not be in awe of “is she the one posting this?” “did they hack his account?”

Product listing without price tag

Not everyone has the strength of screenshotting your post, sliding to DM to ask for the price of your product.

Instagram the feature of direct reply of post to messages but not everyone knows that.

Including the price of your product in your post saves the stress of replying “Check your dm” to generic “How much?” comments.

Forget about competitors or what people may think about your price and post it there.

It does not change anything when you don’t tag the price rather it pushes stress-free potential customers off like me.

I don’t even like stress. Even following private accounts so that I can send them private messages. For what?

Sharing business posts with personal photos

I see this a lot on Facebook and Instagram. It is a good thing to have your pictures on one’s business page.

I do have some of my pictures there too.

But here is the problem…

If you sell clothes, shoes, wristwatch, hairs etc, then it is a good idea to model these stuff. There is no offence there at all.

Posting your selfie, twerking videos, irrelevant personal posts right in your business page is unprofessional. I can’t stand those business owners.

If you are a service provider, then yes you can share personal photos or videos of you depending on what area of service you are providing.

Business is quite precious and we have to treat it as one. We would not want to appear unserious to anyone that comes across our business page.

If you don’t have a personal page, create one, it is free.

Not responding to comments that may put one’s social proof into judgement.

Some people would say “We have settled the issue on DM” while the bad comment is left unmoderated.

If you deal with a derogatory complaint in your dm, try as much as possible to settle it in the comment section.

Ask the complainant to validate that the matter has been treated so that you maintain a positive social proof.

You may take a look at my article, My Poor customer experience

I hope you found this article useful. Leave your feedback and correction in the comment below.

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