Ignoring the CEO Experience
On Social Media
Can Cost You!
With social media being as casual as it can seem, sometimes bad habits crop up from thinking that casual is the always-correct answer.
Recently, I’ve begun seeing a lot of very bad behavior from service providers who are leaving a LOT of money in someone else’s pocket because “ain’t nobody got time for that” when it comes to how they respond to a service request.
Let me give you an example:
Jude is a business owner. Shes’ a busy person with marketing funnels that work and she knows her business inside and out. She’s having a busy week so while she’s setting up a new campaign, rather than wade through eLance or other freelance sites, she posts on Facebook:
“Looking for someone to design an eCover for a product for me. PM me with your rates.”
How generous of her to give the work to her friends and connections on Facebook right?
What happens next though is where the trouble starts…
Joe: “Do you need one cover or six Jude?”
Jack: “You don’t really want an eCover you want the new SuperDuperCovers, don’t settle for just an eCover.”
Jacyln: “Are you going to supply us with graphics and do you want your PSDs?”
Jass: “What kinda turnaround time is on this project, when do you need them by?”
This is NOT the “CEO Experience” that a service provider should be giving their customer!
I don’t care if the CEO has only made two nickles in the past – if they are talking about paying YOU money – then you treat them as you would any other CEO.
If Bill Gates posted on Facebook about a job opening – and told you that you need to contact his HR department for additional details and fill out this application, would you hang around Facebook attempting to ask him a bazillion questions – or would you get your ass off the couch and do what clearly needs done?
You’d phone the HR department (or email them) and get that app right?
That’s the CEO experience of being treated with respect, having your clear instructions followed, and not having someone waste your time.
In the example above, the one thing Jude doesn’t have is TIME.
While she did not give a full list of details – she DID say to PM her… she didn’t say to post a dozen questions on her wall that she doesn’t want to answer publicly and waste her time there. She also didn’t say to post questions there and make it look like she doesn’t reply to inquiries. (You might think that you’re saving her time putting all the questions in one place – but that is hers to assess – not your place.)
Here’s what Jude sees:
When you do not follow directions – to the letter – you prove that you can not follow directions.
When you do not take your questions to the proper channel – you prove that you will waste someones time.
When you do not read the comments on a thread to ensure there was no additional information – you prove you are lazy.
When you contradict or argue with her – particularly in a blunt “you’re wrong” manner – you prove that you’re willing to make rash judgments without knowing the big picture information that she knows – and that you’re willing to make her look bad in front of others.
When you leave questions hanging in a place they were not intended to happen – you prove you’re willing to make Jude appear lazy to others.
When you don’t PM Jude quickly, with quotes that handles several alternatives (that account for her missing information) – you prove that your business is not ready to provide quotes and flexible services.
Not only do you not get Jude’s business – now or in the future – but you also don’t get the business of other people who watch you do this.
When you get hired – you are often hired for WAY MORE than the stated item. You’re hired to save the person time. You’re hired to make the person look good. You’re hired to reduce headaches not create more. You’re hired to provide YES answers whenever possible.
In fact, it’s this desire-for-yes-answers that played a role in why the IT industry continues to find a large chunk of itself getting outsourced to India… where “Yes sir!” and “Yes ma’am!” are still part of the culture of respect.
Remember that a hiring opportunity is not JUST about your own needs and your own current workload – but also about the big picture of why the other person would be outsourcing in the first place.
Once you remember this – you’ll get more clients!
Once you get snappy about replying – in the channel the person specified – with exactly what the person requested – and knowing your business well enough to put multiple quotes on the table immediately – you WILL get more business.
Make someone feel like they are worth a million bucks – and they will keep coming back to you time and time again.
Etiquette and manners and making the client feel great are certainly NOT items that are to be ignored today.
However, service providers that chose to ignore them will find that other people get more gigs than they do!
Ignore politeness – and service before the sale – at your own risk.
And yes… without a doubt… your own business availability is certainly important too however if you’re that swamped simply let another provider pick up the work. Either you have time for taking care of the client correctly or you don’t.
Treat your prospective clients right – and they’ll turn into long-term loyal customers and raving fans!
Have you seen good and bad etiquette from service providers in the social media space?
What can service providers do to win more work from YOU?
What can fellow service providers do to improve their performance?
Let me know!
~ Kim ~
Simple Tech Tips For Marketing