Exactly the same as communicating in person, via email, or over the phone, social media should be seen as a space for practising proper customer service techniques.
One third of customers say they prefer social media to traditional channels like phone and email. These days it is not enough to simply have a social media presence; B&B’s need to be actively communicating with their guests, and doing so in a meaningful manner.
Customers want information and they want it fast. Here is how you can improve your customer service online to ensure you are giving potential guests proper social care.
Respond As Soon As Possible.
69% of customers believe the fast resolution of a problem is vital to good service. Customers want to feel invaluable to your business and responding as quickly as you can is a great way to show you are prioritizing their needs.
If you know you will not be able to respond immediately, set up automatic responses which will give requesters an idea of when they can expect a response.
To reduce time spent answering frequently asked questions, you can also set up a series of automated responses to questions such as ‘Where can I book?’ ‘How much are your rooms’ and ‘What is your check-in time?
Speak With The Right Tone Of Voice
Identifying a brand voice that works for you is quite easy. All you need to do is speak to your customers how you would speak to them if you were face to face.
Your social media voice is one of the things that really distinguishes your brand from other companies, so if you offer something unique in person try to weave this into your online language.
Specific identifiers can include being:
- Young and trendy
- Classically formal
If you are not sure what kind of ‘language’ your brand uses, try reading back old emails or listening to how you and your staff speak to guests on the phone and upon check-in.
Speak Clearly And Watch Your Grammar
Grammatical errors and complicated sentences make your messages confusing to read and risk misinterpretation. If your guest can’t understand what you are trying to say they may turn away from you and take their business elsewhere.
For this reason it is best to keep social language clean and simple, and ensure they proofread everything at least once before you click ‘send’.
Using pronouns like “I”, “we”, and “us”, are great ways to be inclusive in a conversation, and are commonly used to be socially welcoming online.
For example, compare the nuances of the following:
“The B&B takes guest check-ins at 10:30am. Staff will be here to assist you at this time. Give them your details when you arrive. Jane”
“Hi there, thanks for messaging our B&B. We’ll be here to help you check-in from 10:30 am. Please have your details ready upon arrival, this will help us to get you checked in as quickly as possible. We look forward to meeting and hosting you! Thanks, Jane.