As you've heard us say many times before, social media is your best friend when it comes to marketing your service business. Facebook gives you affordable and highly effective advertising options, with Instagram advertising included automatically. The goal of this kind of social media advertising is to show potential customers your business/product in a space where they have the ability to take further action (called a call-to-action), such as click a link or watch a video. All of this we have covered extensively before, most notably in our Social Media Mastery guide. Check that out if you haven't already, it's an amazing collection of content all for free!
The next piece for growing the social media presence of your business is ENGAGEMENT. Engagement simply means being active on your accounts, aware of what's going on with your followers, and committed to customer service. The key here is to respond to questions quickly and professionally, as well as monitor any concerns that are raised by followers on either your posts or page itself. Depending on the size of your business, and how popular your social media accounts are, this can be a daunting task. However, it is an essential tool for getting leads and keeping current customers happy.
Let's run through a few example scenarios of what social media engagement can look like for a service business:
Ex. 1: A past customer comments on your most recent post asking what your availability is to come clean their carpets (or whatever it is you do). The post they commented on is unrelated, such as a post welcoming a new technician to your company. In this instance, it may be pretty easy to miss their comment, as it didn't come in the form of a direct message. Since this situation would most likely result in a job, making sure to monitor comments and responding when appropriate/needed is crucial. Treating all comments as direct personal messages, most being worthy of some type of response, is a good mindset to have when approaching your social media engagement.
Ex. 2: A new potential customer finds your page on Facebook and reads your reviews. They see that you have mostly positive reviews (read more about the importance of positive reviews here), and send you a direct message on Facebook inquiring about your services. If you don't have notifications on, you may not see the message right away, but it is important to be checking your notifications frequently so you can respond in a timely manner. Here at ServiceMonster, we have found that Facebook is a great tool for getting leads!
Ex. 3: A current customer comments on your post that shows a before-and-after image of their carpet that you just cleaned, thanking you for doing a great job. This type of comment doesn't need a big response usually. Something along the lines of "You're very welcome, we look forward to working with you again!" is all that is necessary. This is a very quick and simple example of engagement that not only makes you look good to anyone who sees it, but also helps increase the likelihood that that customer will call you the next time they need something.
Remember, how you engage with customers on social media is how people will see your company. Strong, timely, and positive engagement shows that you are a professional and can be trusted to do a great job. If your business's online persona is that solid, you won't have any trouble staying busy and growing your business!
Here at ServiceMonster, our passion is enabling you to grow your service business. We hope you take the next step with your social media engagement and see positive results. Let us know if we can help you with anything! We're only a phone call or email away.
Until next time!