This is a blog that I originally wrote in 2013. But it is just as important in 2023 as it was in 2013.
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Social media for many retailers means posting something about their product and hoping that it interests their fans. Yet as social media becomes more sophisticated, we need to be more aware of what our fans want from us.
Your customers not only want to read what you have to say, but they also want you to read what they have to say, whether they are saying it directly to us or putting it out on the internet in different places.
It’s important that you monitor what they are saying about you, your wine, and your winery. Good or bad, you need to know. It’s also important that you respond to the comments, whether they are positive or negative.
Responding to negative comments is as much about letting others know that you care as it is about reaching out to the person who has made the negative comments. As more and more people use social media, you need to be there to say “thank you” to those who have positive things to say and “how can we make it better?” to those who are not so positive about their experiences with your hospitality or your brand.
We should also respond quickly (within 24 hours if possible) to those who ask questions or want more information from us.
There are sites you can go to (some at no charge and some paid) in order to find out what people are saying. So type Social Monitoring into your browser and find out what people are saying about your business, either directly or indirectly and respond nicely (of course) to the comments.
Create two-way conversations with the people who regularly follow you. They will appreciate you, your business, and your brand more and appreciation sells products.
A tip of the glass from me to you!
