Why We Told Our Staff Not To Come To Work

Posted by on Mar 22, 2017 in Blog | 0 comments

Why We Told Our Staff Not To Come To Work

This week we told our staff not to come to work…

…but to go to the gym instead!

We’ve put a new policy in place – you can start work an hour later than usual IF you spend the time exercising instead.

Why did we introduce this scheme? Simple! We want our team to get fit, which will help them be more effective at work.

Most of our staff spend their days creating social media updates on a computer. As a result, they spend their working days sat down.

But research has shown that exercising before work has a positive effect on employee mood, productivity, and even absentee rates.

You’ll always perform better if you have an active start to the day.

And you shouldn’t have to work later to make up for your exercising time!

Our New Work Out Scheme Is Already Working Out!

The new policy has been an instant hit.

Social media manager Grace Golden took this picture in her gym at 7:33 am!

 

“There are no more excuses not to do exercise,” she said. “To be given the time to be more active is fantastic. It will really set me up for the day.”

And perhaps even more remarkable? This offer convinced our other social media manager, Elliot Davies, to join a gym for the first time in his life!

A Creative Approach to Team Management.

At the moment the team’s free to take up the exercise offer a maximum of twice a week, but we might extend this to more days if it proves to be a success.

We’ve already been featured in the Derby Telegraph:

Team Status enjoys a number of unusual perks. For instance, work for us and you’ll never have to work on your birthday.

This scheme’s so good for morale that it was recently adopted by one of our clients, East Midlands’ accountants HSKS Greenhalgh.

This demonstrates why we were named Derby Telegraph Creative Business of the Year.

We don’t just excel at making money for our clients on social media. We also excel at making our team feel welcomed, valued, and appreciated.

Which in turn makes them better at their jobs!

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5 Rules for Great Customer Service on Social Media

Posted by on Mar 15, 2017 in Blog | 0 comments

5 Rules for Great Customer Service on Social Media

Customer service on social media.

Get it right and your customers will love you.

Get it wrong and you’ll be forever used as an example of how not to conduct yourself online.

Here’s how to get it right.

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We’ve all been there.

A negative review. An unhappy customer. A strongly worded letter.

Don’t take it personally and don’t panic.

Research finds that an estimated 67% of consumers use Twitter or Facebook for customer service enquiries. In this blog, we’ll explore five things to keep in mind when it comes to customer service on social media.

These five rules will help you minimise damage to your brand and turn lemons into lemonade.

Get Clarification

Get an understanding of what’s happened.

You might be tempted to disagree with the complaint or defend the situation. Instead, politely acknowledge the comment. If necessary, ask for further information. If you’d rather take it offline, you can request a direct message (DM).

It might sound like social suicide to continue the disagreement in public. But if it can be resolved quickly, other customers visiting your page will appreciate seeing a timely resolution.

Be Honest

So you’ve got the customer’s perspective of what’s happened. It could be a catastrophe or it could be an admin error. In any case, your reply should be human and genuine.

Let the customer know what the next step is and when they should expect an update. If you’ve told the customer you’ll get back to them within a certain time period but haven’t had an update, don’t just leave them in the dark. Be honest and open.

Customer service on social media

Be Human

Many keyboard warriors can be defeated with one quick and easy step:

Use your name!

It’s much harder for someone to be very angry or disappointed when they know they’re complaining to an individual rather than a computer.

A name, an honest response, and a request for their side of the story will reassure the customer that they’re being taken seriously, and that their problem will be resolved.

Understand

You’ll find customer service on social media a lot easier if you have a thorough understanding of:

1. The process for customer complaints

2. Who you need to contact

3. The product or service that you’re working with

4. Your brand

5. Your tone of voice

When a third party handle your customer service on social media, it’s essential to have a clear line of communication and a guide for handling complaints.

This is why we help our clients produce FAQs so we can respond to customers quickly and effectively.

Crisis Management

Research shows that 72% of customers expect a response within an hour on Twitter. 38% will talk negatively about your service if you don’t respond and 60% of those will then go on to other networks to complain about you.

Think about how long it takes to type 140 characters, especially if you’re fuelled with rage. Things can escalate quickly.

If someone influential is complaining about your company, this could have a ripple effect with a wider audience. You may lose control of the situation.

In these circumstances, don’t tackle it on your own. Get a second opinion. Gather evidence to support what’s happened. And if things are getting really serious, think about a company statement that will help diffuse the complaint.

Then, get back to regularly sharing excellent content, the sort your loyal audience will value and engage with. This will encourage positive interactions on the page.

Context is Everything

Of course the customer’s always right. But context is everything. Does the customer just want a gesture because they’re disgruntled, or are they genuinely upset about their experience?

Don’t let things spiral out of control. You can keep on top of your complaints by regularly checking your social media accounts throughout the day. This can be time consuming so dedicate a certain amount of time for each check.

If you’ve left it too long, prioritise the notifications that need immediate action. You can handle any positive or neutral comments once you’ve a bit more time on your hands. If you think a complaint doesn’t need a response, it’s still worth asking someone else for a second opinion.

Top tip: When you’re handling responses make sure you’re sociable and you actually care about resolving the problem.

How Good Is Your Customer Service on Social Media?

Have you ever had a social media crisis on your hands?

We’re here to help.

Get in touch for a free consultation so you’re better prepared next time.

Further Reading

We know the hospitality industry is a hot spot for social media feedback, so we wrote this blog on how to manage your online reputation.

Here’s 10 of the most brilliant social media customer service exchanges.

And finally, read the story of how Joshie the Giraffe became a customer service sensation online.

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How To Revive An Inactive Social Media Account

Posted by on Mar 3, 2017 in Blog, Case studies | 0 comments

How To Revive An Inactive Social Media Account

What’s white, shiny, and seen 153,442 times?

It’s the Derby Christmas Ice Rink of course!

Our task was to reignite the Derby Christmas Ice Rink Facebook and Twitter profiles following nine months of inactivity.

We beat the key performance indicators set by the client, Showplace, by 103% on Facebook and 29% on Twitter.

Reviving Inactive Social Media Accounts – How Did We Do It?  

Using Twitter, we found influential people and businesses in the Derby area and tweeted them about the arrival of the Christmas ice rink. We used emotive language and an enthusiastic tone of voice. This encouraged the recipients of the tweets to share them with their followers and click through to the ice rink website.

Derby Christmas Ice Rink - How to revive an Inactive Social Media account

Derby Christmas Ice Rink - How to revive an Inactive Social Media account

Derby Christmas Ice Rink - How to revive an Inactive Social Media account

Derby Christmas Ice Rink - How to revive an Inactive Social Media account

On Facebook we used the audience we built up during a previous campaign. We posted content we knew they would engage with and share with their friends. In this way, the audience effectively sold the ice rink for us on Facebook.

We created an immediate impact by tailoring the content for the most engaged audience: women aged 18 to 44. So within two months, 101,542 people saw our activity on Facebook. That’s an average of 887 people per post.

The Twitter target was for our tweets to be seen 40,000 times throughout the campaign. They were viewed 51,900 times in just over seven weeks.

Across both platforms, we saw 211 website clicks and 767 post engagements.

Plus, it gave me the chance to find entertaining ice skating videos for content!

 

Learn how we used social media to promote beer festivals or increase gym subscriptions.

And find out how we revived inactive social media accounts for the Format Photography Festival and the Derby Book Festival.

To talk to one of our expert social media consultants, call 01332 776910 or email hello@statussocial.co.uk.

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How A Marketing Derby Event Brought Businesses Together

Posted by on Feb 28, 2017 in Blog | 0 comments

How A Marketing Derby Event Brought Businesses Together

Marketing Derby Bondholder Customer Plus has teamed up with fellow Bondholder Status Social in a series of national customer service conferences.

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Directors of the two business met at a Marketing Derby Bondholder event.

Customer Plus organises customer service and contact centre events for HouseMark, the social housing sector’s leading benchmarking and advisory service.

Richard Beevers, Director of Customer Plus, invited Status Social to address HouseMark events across the UK to advise housing associations on using social media more effectively.

Richard said:

“Social media is an integral part of customer service in the 21st century so it made sense to encourage housing associations to use it more. It made sense to team up with the experts from Status Social.”

Status Social director Mark Saxby says the collaboration shows the value of Marketing Derby Bondholder events:

“After hearing Richard speak about customer service at Customer Plus’s event at the University of Derby I knew a strong partnership could be formed. Richard’s amazing customer service knowledge teamed with our social media expertise is a strong combination and is already starting to open up strong opportunities for both of us.”

Customer Plus and Status Social also have plans for 2017. Representatives from the two companies spoke at a conference in Cheshire in January, and they will be talking to a national train company about improving its social media activity.

Have you got a social media strategy for your business?

To find out how we can help you to find leads while boosting both sales and brand awareness, get in touch with one of our expert social media consultants today.

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Social Media for Fashion – How a Nottingham Model Agency Rocked Instagram

Posted by on Feb 20, 2017 in Blog | 0 comments

Social Media for Fashion – How a Nottingham Model Agency Rocked Instagram

If any industry is primed to benefit from social media, it’s the fashion industry.

But how can businesses in the fashion industry make the most of social media?

Which platforms work best? What sort of content should they create?

We recently met with Anna Gray, director of Nottingham based modelling agency Model Students to discuss how they use Instagram as a powerful business tool.

The agency was founded by Anna in 2010, during her final year at the University of Nottingham. Anna created Model Students when she saw the potential for student models to have a part-time career which could fit around their lifestyle. She herself modelled for the likes of Wella and Dare to Wear while studying.

Social Media Fashion - Jose Anna and Pauline - Model Students

Since then Model Students has expanded to universities in London, Manchester and Durham. They’ve had an international impact too, working with global brands such as Boots, Lulu Guinness, and Hype. They’ve worked in locations spanning from Poland to Milan, but have never forgotten their Nottingham roots.

Model Students was ahead of the game when it came to social media. They adopted Instagram as one of their main social media platforms early on. It was Instagram’s core functions of image sharing and photo transformation which made it so appealing and appropriate. It also gave them an instant global reach. But how do they use it as a business?

Social Media Fashion

Social media for Fashion – You have followers, you get likes. But does it actually work?

Model Students mainly rely on Instagram for brand awareness. And with over 1,400 followers, they’re doing quite well on this front!

Brand awareness is particularly vital for businesses in the fashion industry. The more popular your brand, the more people will want to work with you. And through regularly posting high quality content for their target audience, Model Students saw a rise in new applications from potential models.

It isn’t just models that interact with their account either. Several popular brands have communicated with Model Students through Instagram, including Teen Vogue.

Instagram is perfect for the fashion industry. Agencies like Model Students are able to showcase their talent through sharing striking images. And thanks to their resolute social media strategy, Model Students have won a number of new clients.

But Instagram isn’t just for the fashion industry.

Almost any business could find success on this platform.

Throughout 2016, Instagram made several contentious innovations to help bolster its position as a network of choice for businesses. This includes a wealth of tips and resources, as well as competitive updates to the network itself.

So is it about time your business was on Instagram?

Social media fashion model students InstagramInstagram is popular among millennials. So if you’re targeting this age group, it would make logical sense to capitalise on such a fast-growing network.

Instagram has a range of different functions and possibilities for businesses, so it’s all about developing a strategy that works for you.

That’s where we can help. Talk to us about your business and your goals, and we’ll help you to develop an Instagram strategy that works for you.

Or it might become clear that Instagram isn’t for your business. But even then, we can help you to devise a social media strategy incorporating the platforms that are for you.

If you want to find out how we can help your business take the plunge with Instagram, or if you’re simply looking to develop a social media strategy that’ll boost your brand awareness and your sales, get in touch!

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How to Protect Your Business Contacts in the Age of Social Media

Posted by on Feb 14, 2017 in Blog | 0 comments

How to Protect Your Business Contacts in the Age of Social Media

Social media has a lot to answer for. You ask an employee to use platforms like LinkedIn and Twitter to bring in sales. But what happens when they leave?

They use those contacts for their new employer!

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Samantha Cotter is a senior associate at Derby law firm Knights. In this post, she’ll explore the ways businesses can protect their interests in the age of social media.

The question of how a business can protect itself from an employee who has left is one lawyers are being asked with more frequency.

The availability of client information after termination is becoming increasingly difficult to restrict. Client information doesn’t have to be snuck out of the building or lifted from your IT systems. It is available on the employee’s own LinkedIn, Twitter, or Facebook profile. So how can a business protect itself from an employee using that information for the benefit of their new employer if they leave?

The answer lies in your contract of employment.

How to protect your business contacts in the age of social media

Confidential Information

Your contracts of employment should have provisions regarding the use of confidential information both during and after employment has ended.

Confidential information should be clearly defined and specifically mention any contact information gathered via social media accounts, whether those accounts are in their personal name or the name of the business.

Restrictions on Activity After Termination

In addition to placing restrictions on what information employees can use after they leave your employment, it’s equally important to protect yourself from former employees actively contacting clients, customers, or suppliers after termination.

There are limits on what you can restrict an employee from doing after they leave. To make the restrictions enforceable, you need to take care to ensure that they don’t go further than is reasonably necessary to protect your business interests. The aim is to give you time to allow their replacement to build relationships with the customers before the old employee has the opportunity to tempt them away.

For each employee you need to consider what group of clients, suppliers, or members of staff need to be protected. A one size fits all approach may lead you into a situation where the restrictions either do not go far enough, or are unenforceable.

To make the limits as enforceable as possible, bear in mind the location of your customer base, and limit the restrictions to clients or suppliers who have been in contact with the employee within the last 12 months.

How to protect your business contacts in the age of social media

You can also require that an outgoing employee does not contact any of their colleagues with a view to offering them employment for a specific time-frame after termination.

Most businesses are keen to avoid having overly long and complicated contracts, and many are concerned that too many harsh restrictions may put staff off joining them. We’re often asked whether it is necessary to have clauses restricting activity after termination. Can they not just rely on the implied duty of confidentiality that is automatically part of every employment contract?

The short answer is no. The implied duty will not extend beyond termination of employment and will certainly not prevent a member of staff from seeking to contact any customers or suppliers after termination.

What about Social Media Contacts?

Who owns the contacts stored on an employee’s personal social media accounts?

There’s no clear answer to this question. But what have the courts said?

– LinkedIn groups set up by an employee on behalf of their employer are the property of the employer, while personal profiles  remain the property of the employee.

– Business contacts added in the course of employment are the property of the employer, and those based on personal connections are the property of the employee.

But it’s worth noting that if an employer pays for an employee’s LinkedIn Premium account, it is likely that the contacts would be owned by the employer.

How to protect your business contacts in the age of social media

You cannot necessarily force an employee to delete their contacts on termination. But you can set up robust contracts with clear confidentiality provisions and restrictions on using that information for a specific period of time after they leave. This will help deter employees from contacting your clients, and will give you a stronger foundation to bring a claim should they breach the terms of the contract.

How To Enforce Your Restrictions

Enforcement of restrictions can be a difficult and expensive process, often requiring an application to the High Court for an injunction. The cost may be justified where there has been a significant loss caused, but the threat of legal proceedings is often enough of a deterrent.

Another way that businesses can protect themselves is to ensure that clients, customers and suppliers have contact with multiple people within your organisation.

Of course, clients will often prefer to contact just one person. And depending on how your staff are targeted this may not be an easy sell to staff. However, ensuring that clients are introduced to other members of your team will at least mean that their new point of contact does not have to start at square one should their main point of contact leave.

If you would like to discuss any aspects raised in this article, please contact Samantha Cotter, a Senior Associate in the Knights Employment Team based in Derby on samantha.cotter@knights1759.co.uk; or any member of Knights’ Employment Team employment@knights1759.co.uk.

If you want to talk about using LinkedIn and Twitter to find leads and drive sales, get in touch with Status Social for a free consultation.

How to protect your business in the age of social media

Samantha Cotter Asoc CIPD

Samantha joined Knights Professional Services Limited in January 2016 as an Associate in the Employment team, and became a Senior Associate in October 2016.

Her work includes drafting employment contracts, putting in place and advising on policies and procedures, advising on Settlement Agreements, HR advice, dispute resolution and representation at Employment Tribunals. she also has experience in dealing with employment related litigation matters in the County and High Courts.

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