Responding with a Smile
Being on the frontline of social media, you are the eyes, ears, and mouth of your business. One of the greatest skill sets you can develop is your customer service skill—giving your customers that little extra glimmer without seeming like a flirt.
I recently wanted to go to a local ice cream parlor and wasn’t sure what they offered, so I looked up the business on Facebook and asked them what their specialty flavors were. Inadvertently, I mistyped my message to them and it came out: “What’s your favorite flavor of ice?” Here is that encounter:
Figure 5.1: Graham’s 318 responding with flair and humor.
They replied with a funny, punchy post (see Figure 5.1). It won me over and I went there for gelato.
 | WATCH OUT |
Be careful not to offend people with your replies to their posts. In the ice cream parlor example in this section, the employees could have easily said something rude to me, such as, “Do you mean ice or ice cream? We don’t sell ice here.” If they had, they would have lost a potential customer.