When I tell people that I do social media marketing for companies they always say the same thing, “wow, that must be such a fun job! Getting to roam facebook and twitter all day?!” and I just smile and laugh politely. As most of you reading this article probably know social media marketing is much more than just fun and games. It involves keyword research, online optimization, campaign management, content creation, and customer communications to name a few. I’ve had friends and family try to manage their companies online presence and they just couldn’t keep up with the rotating trends, event planning, and customer questions online. They ended up giving up and leaving it to float aimlessly in the online world. Knowing how to do the job is one thing but if you want to stay ahead of the curve, I would suggest trying to avoid and prepare yourself for the negatives that can sneak up and destroy your career.
Being around negativity all day can take a toll on you if you are not prepared for it. Your biggest tool to deal with this problem sounds simpler then it is, be optimistic and open-minded. People mostly share opinions on social media, unhappy customers shine online and even use the companies page to try and taint their reputation. Sadly, customers that are satisfied with the company rarely come forward and do so without motivation. This doesn’t mean that you only have negative customers, remember to watch the sales and don’t get caught up in online complaints. Deal with the complaints as positively as you can, try to make the situation right and remember that sometimes there is just nothing you can do but apologize on the companies behalf. It’s not just customers, past employees or personal enemies can interfere online as well and it is safe to ask the company if you can take appropriate action and (or try) erase what they have said on the companies social media page. So, if the pressure becomes too much, remember that even Mcdonalds and Rogers get their fair share of negative feedback online as well.
It is incredibly easy to be online and post something off the top of your head, reply to a customer without thinking, or even make a spelling mistake. With such an intensive world for sharing, liking and following, our mistakes can travel the web at lightning speed. Save yourself some embarrassment by always double checking something you write or, it may get to your boss before you have a chance to fix/inform them. Negative feedback, brand reputation, and your job could even be on the line if you let a mistake slip through the cracks.
It’s a 24/7 Gig
You don’t work 9-5, it never stops. You will always be monitoring, responding to feedback or posting informational updates. Actually, you are more needed outside 9-5 because that is when the majority of your customers are at home browsing. Try to think about what will positively affect your business and yourself most, take care of those core tasks in your main work hours so your “off-time” can feel like off-time. The online community never sleeps, so no matter what time of day it is you need to be available. Use tools like Buffer that can help you save some time and take some stress off of your busy career.
When dealing with clients, it can be a struggle as well. Marketing Talent Incorporated puts it well by stating, “Companies can earn millions of billions of dollars through social media marketers in the short span of four months, and the company will pound them for not performing better. “You lost a lot of weight… Just. It’s not enough. Sorry.”.
If you watch out for these negatives, you can get ahead of them before they consume you. Have you dealt with a negative online experience with a client or company while marketing them?
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