Managing your social media buzz can take 30 minutes to an hour a day, tops. While this may seem like a lot, many customers are making their choice based on what they see and read. Most people understand that you will not always be perfect, but will usually browse back a couple of pages worth of comments.
Chat with your team; seek and enlist someone that is passionate about this, and let them go at it. Use these tips, and you will see fruitful rewards!
POST PICS DAILY – AT DIFFERENT TIMES
- You should do this no more than once a day, but to all social media. It can be done in minutes. Mix-it up with food, drinks, and restaurant atmosphere shots.
TALK ABOUT WHAT YOU ARE DOING – WHY SHOULD I GO THERE?
- Let the world know what is happening: specials, new menus, the patio, etc.
SOFT SELLING ONLY
- Talk about an offer once in a while, but you should not be seen as a used car salesman. Be authentic.
TALK ABOUT YOUR TEAM
- Do you have a new Chef, a rock-star server, a great mixologist? Use your team member’s name [if they ok it]. This will make it personal and get your team in the game.
ALWAYS RESPOND TO COMMENTS
- Responses should be ideally as same-day as possible. Positives can be as simple as a “like” or a “thank you” or “our team will love to hear that!” Be humble and thankful.
DON’T BE AFRAID TO ENGAGE – BACK AND FORTH
- Some chat back and forth is good just not too lengthy. Social media should be used to build and nurture relationships.
ALWAYS RESPOND TO NEGATIVE – SAME DAY
- If you messed up, admit and demonstrate you have learned from it. Do not argue or be defensive. “Thanks for the feedback and we will take steps…..” Responding with empathy to a guest’s comment shows that you care about hospitality.
DON’T BE TOO FORMAL OR DRY
- Have fun with it; engage your audience. Just because you are part of a bigger company doesn’t mean you can’t have a personality!
POST PICS OF PEOPLE (WITH THEIR PERMISSION)
- This makes it more authentic, fun, and connects with others.
- Never give out personal details, and be sure to use private messaging when available.
For more details, or assistance with marketing and social media success, contact Russ Blakeborough at www.focus-fb.com
About the Author:
Russ Blakeborough is a former member of Cayuga Hospitality Consultants.