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salon today

rants and ramblings social media

Every Client is the Most Important Client You’ll Ever Have

We’re all human, so there are certainly clients and projects that we get more excited about than others. Times that we wake up motivated and want to redouble our efforts to be the best we can be. There are also times that we would rather give a bath to a wildcat than deal with the client walking through the door.

Regardless of how excited or demotivated you are, you have to approach each client like they’re the most important client you’ll ever have, because they are.  In a world of instant communication (Yelp, Google reviews, Facebook, Twitter, Instagram), we have to consider just how quickly someone can tell the world how wonderful their experience was. A few years ago, you had to provide service to a news anchor to suddenly have 1000s of people see how talented you are…now, almost every customer can share satisfaction (or lack of) with the world.

Clearly, social media reputation management is not the only reason to treat clients like they’re the wonderful creatures they are, but it’s a strong enough motivator to keep it top-of-mind. Personal pride in your craft and a goal to move the industry forward are your driving force — just think of social media activity as those little bumps on the side of the road that alert you as you drift off the sides of the street. They aren’t the motivation to not die in a fiery crash, they’re the reminders to keep your ass in the road.

[originally published for Salon Today]

social media

Pandora’s Box of Social Media: 7 Things You Must Do

Odds are, everyone reading this has opened the Pandora’s Box of social media for their salon. It’s a mistake not to, because there are so many wonderful opportunities inside. However, oncethe box is open, you must be very careful to control what you let out. As a marketing consultant, I find myself spending more and more time helping people rein in many of the negative impacts of social media.

To help avoid letting loose all the evils of social media into your world, make sure you have these seven simple things under control.

Claim your social media presence on all social media sites. Make sure you have control of your own brand everywhere you can, not just on Facebook and Yelp. Have you updated your Google business page (you have one whether you know it or not)? Have you claimed a Vine account in your company name, just to make sure you control your own brand?

Keep control of your social media login information. Just because you have a great employee that has 15,000 Instagram or Facebook friends, this doesn’t mean they should have control of your accounts. Each week I’m approached by a salon that had an employee set up social media accounts, and now they can’t access them because they employee is gone.

Respond appropriately to the negatives as well as the positives. Be careful how you reply, but reply to those that say good or bad things about you online. If you’re angry when you’re about to reply to that Yelp comment, count to ten and re-read what you’re about to send.

Be active. Don’t post on Facebook once every 6 months. If you drive up to a restaurant and see no cars parked in the parking lot, you’ll assume they’re closed…in the same way, if someone visits you online and the last activity is a haircut in the previous year, they’re not going to think a lot is happening at the salon.

Be engaging. Don’t talk to people, communicate with them. Before Facebook, you didn’t simply stand on a street corner with a bullhorn yelling about what you’re doing, so don’t do that now. Engage your friends in conversation.

Be relevant. Don’t post things that don’t matter and aren’t related to your salon or your clients.

Be sensitive. When you share that bit of humor, make sure you consider how everyone will respond to it. The world may have grown a bit overly sensitive to being politically correct, but you do need to make sure that your sense of humor fits that of your followers.

(originally posted on Salon Today)

 

 

marketing public relations reputation management social media

Blogging about blogging

It’s the circle of life now. We post things in one place with the sole intended purpose of having someone read something else that’s posted elsewhere. And once the trail is followed and the content is found, a new breadcrumb appears…leading to more text, hidden in yet another corner of the internet.

Well, I am now a content provider for Salon Today, and here’s my blog post redirecting you to my first two blog posts over there.

It Ain’t Rocket Surgery: 7 Basic Steps to Marketing Success

Community Relations: 7 Easy Ways to Make the Most of Your Donated Time and Money

Now that the blog posts are in place, I guess the next natural step is to create a trail from Google + to LinkedIn to Twitter to Facebook to a LinkedIn Business Page to a Facebook Business Page and maybe make a small image that represents the entire thing and put it on Instagram.