1-888-353-5012Social media can be a game-changer for independent businesses. I mean who doesn’t want a free platform to connect with your customers, share your story, and promote your offers? But—there’s a catch—you’ve got to be careful what you say. One wrong post can get you attention… but not the kind you want.
Every morning, the Royalty Rewards® team has a daily huddle where we discuss updates, share successes and chat about anything relevant to our customers and how we can help increase their sales and profits. Recently, one of the Coaches shared a news article they came across. A story about a small but very successful bakery who had recently posted on social media with a request of their customers. Here’s the most relevant excerpt:
“We kindly ask that if you wear strong perfumes or colognes, please utilize our drive-thru service. Several cashiers in our bakery suffer from asthma, and this time of year can be particularly challenging for them due to the high pollen count…. We appreciate your
understanding in keeping comments regarding coughing to yourselves if you choose to enter the building wearing heavy scents.”
While yes, this is a totally reasonable request that was meant to protect their team, it isn’t exactly a masterclass in wordsmithing. It ended up going viral, sparked a wildfire of debate online and was even mentioned on TODAY.com. Some people praised the concern for staff, others called it unreasonable.
We also heard about a who business posted a photo of a chalkboard sign that read:
“We don’t have WiFi. Talk to each other. Pretend it’s 1995.”
It was meant to be a charming, tongue in cheek heads up, but it was interpreted as anti-customer and rude. While some supported the message, many said it felt out of touch, even EXCLUSIONARY to people who rely on WiFi for work. THOUSANDS of comments flooded their Facebook and Online Review pages. It was so bad that they eventually removed the post and issued a clarification.
Here’s the thing: as a Business Owner, you have every right to speak your mind. You also have every right to establish policies within your business. And viral is great—until it’s for the wrong reasons. We’ve all heard the age-old adage that all press is good press… but do YOU really want THAT kind of attention for your business?
Before your post makes headlines for the wrong reasons, check out the Social Media Survival Checklist, your guide to safer, smarter posting.