He is in a company's customer service department and I have seen him respond to Facebook complaints faster than it would seem possible for their tracking software to even find them. I was expecting a return call by the next day at the latest.
Two weeks later I saw him at a networking event and harassed him about ignoring my message. It turns out he almost never checks the voice mail for his office phone so he had not even heard my message yet. He needs to change his message to reflect his habits or he needs someone to check those messages regularly.
Even though he is quick to respond on social media, the average age of their customers is a generation that is more likely to pick up the phone and still thinks cell phones are for emergencies.
My take away from this was to I am going to log in and check my Facebook messages more often, a task I do not love. Why? Even though I am going to pick up the phone or send an email if I want to talk business with you, we are moving to a society that does not separate work life and personal life.
If I do not respond to a social media request in a reasonable (a day or two) time frame, I may lose a sale. On the flip side, if I lose the sale because someone expects me to be logged in 24/7 and I did not answer their question a minute after they posted it, I am okay with that. My business does not need to have that instant availability. If that changes in the future, I will adapt.
Until next time…
Have a great day,
If you have marketing questions, I have answers. Check out the Answer to Your Marketing Questions coaching program!