I’m sure you’re all like me — going to websites, whether it be to compliment, get an issue solved, or even just for more product info — and then they never get back to you. As entrepreneurs, we need to learn how and when to respond to things. Bringing on a regular to the show, Dr. Joyce, David calls her an image maker, but she’s more about impressions, and we’re going to ask her how fast we should respond to inquiries.
How long should we wait before responding to people?
As chance would have it, right away (if you can) is the ideal answer. Dr. Joyce makes a 24 hours rule for herself for emails, but for social sites, you should get back to people right away — at least check three times a day — so that the morning, afternoon, and evening people get their answers. If not, you risk being unfollowed. Even at the chance that someone goes out of their way to compliment you, then you should reply. There are even times when people don’t ask you a question directly you should still reply to them because you may or may not get a follow out of it. Lisa brings up a past experience where one time a follower even asked if she was okay when she didn’t tweet one day. You should strive to build those relationships.
Dealing with pests
On the other hand, when someone constantly messages or tags you in posts, they become what Dr. Joyce calls a ‘pest’, meaning you don’t need to reply to these people 100% of the time or even instantly. Sometimes Dr. Joyce even mutes their posts — the best part about this is that they don’t even know you’ve done it!
Automation and outsourcing tweets
If you’re really busy, is it okay to outsource or even automate some of your Tweets? Dr. Joyce says if you don’t have time to tweet yourself then you shouldn’t be on Twitter, but ideally, you should always get someone that sounds like you to help and if you do automate things then the campaigns should be as genuine and as interactive as possible. If it sounds authentic and legitimate then there shouldn’t be an issue with it.
Using an auto-responder for emails
We all know about the 24-hour rule when it comes to emails — especially when we’re flooded with them but a suggestion if you can’t necessarily make it within that time are autoresponders. Regardless of if you’re away for three days or even a week it lets people know how busy you are or that you aren’t dead, essentially telling them that yes, you’ll eventually get to them. You should never build false expectations.
Dealing with negativity
If someone leaves a negative comment, review, or even just gossip, how do you reply? Dr. Joyce and David both just mute the person (in regards to social media). It’s better to not deal with it at all than potentially lose a follower.