If you want your business to kick ass in the social media realm, it is important to be transparent. So what does that mean, exactly? It’s about being open and honest. And everything you post as a business reflects back on it. It doesn’t mean that you have to share absolutely everything with the world (case in point: your bathroom habits), but there are a few things you need to do:
We All Make Mistakes
You’re human and your business is run by these imperfect beings. It’s okay to make mistakes, just make sure you own up to them. The thing is, when mistakes are made online, everyone can point at them. You can try to hide from them, but that really won’t make you transparent. Step up, admit your mistakes and let people know what you’re doing to fix the problem. This is a great opportunity to let your customers know that you care about their online experience and you’re doing everything you can to clear the issue up. And if appropriate, you can poke a little fun at your boo-boo.
If you’re running any kind of business, customer service is a key aspect – if you don’t treat your customers right, they aren’t going to come back. Using social media to respond publicly to customer complaints, concerns and questions lets you build an intimate relationship with your audience. Good or bad, you should get on those issues. It shows that you are on top of things and deepens the bond of trust with your peeps. Even if they’ve used social media to diss you – if you respond to complaints in a public forum, these same people will often become your biggest supporters. That is, if you respond in a timely and effective manner.
Just Be Yourself
Didn’t your mom always tell you to just be yourself? Anyone who didn’t like you for who you really are isn’t really your friend. Mom was right – and that translates to the online world too. Just be honest about who you are and what your business stands for. You can use social media to help put a face to your business. Again, this helps build trust with your fans and customers. Depending on how big your business is, it might be the CEO or it could be your Social Media Manager. It doesn’t matter who it is, it just needs to be a living, breathing person (unless your company is run by zombies. In that case, it’s okay to have an undead face representing your business).
Did we miss anything? What other ways can you be transparent using social media. Fill us in by filling out the comments section below.