So many big companies still don't get social media. It's not enough just to be on Facebook and Twitter, you need to be a part of the communities there. Why is that so hard to understand?
Case in point: Romano's Macaroni Grill. I love this restaurant and even though the two locations nearest me closed, I still organize a road trip every now and then to get my fix of Fettuccine Alfredo. Quite awhile ago, I signed up for their newsletter and it gives me an occasional coupon or birthday freebie. Good stuff. Today, I received an email from them, promoting their new dishes and, for the first time, I noticed the Twitter and Facebook icons with the words "Join the Conversation". Ok, I'm game. I'll join.
Surely, you can imagine my disappointment when the last tweet that Macaroni Grill sent out was six weeks ago and the last Facebook wall post was also six weeks prior. Six weeks!
I offer my social media consulting services for a pretty penny, but I'll give Macaroni Grill this bit of advice for free. Don't open social media accounts and then forget about them. Don't miss out on the daily opportunities you have to interact with your customers and show them you appreciate them!
Ok, Macaroni Grill seems to answer some of their fans' wall posts on Facebook, but not much. As a matter of fact, one customer posted a complaint about his dining experience and went on to say that no one responded when he submitted feedback via the official Macaroni Grill website. Not good.
Whether you use social media for your business or just yourself, you're only as good as your last tweet, wall post, or blog entry. Don't be complacent. Always prioritize your customers, clients, contacts, or community. If you don't steer the conversation, someone else will. And, you might not like the direction it heads.
Is there a restaurant or retail shop you think is doing a good job with their Facebook or Twitter accounts? How about a company that's blowing it big time? Surely, and sadly, Macaroni Grill isn't the only one dropping the ball on the social media stuff.