Social media management: 7 questions to ensure you’re not being ripped off
“Have you set key performance indicators for your social media manager?” I asked the business owners I was chatting to. “Is he or she bringing in new clients?”
My words were met by blank stares. No, they hadn’t set key performance indicators (or KPIs for short), in fact they didn’t know they could set targets for the social media management they had outsourced.
I wasn’t surprised. After all, social media is still a relatively new industry and people don’t know what questions to ask to ensure they are getting the best service from their social media provider.
So to avoid being ripped off when it comes to social media management, here are seven questions to ask:
I mean, how are you going to help my business grow, get more customers, increase my brand awareness, improve my customer service?
If I’m paying you, I want to get my money’s worth. It would be great if you actually made more money for me than I invest in your services – how about it?
And don’t say Facebook because everyone else is on there – the question is, can I be successful on there? Would I be better using Google+, Pinterest, Vine or Quora instead?
The average life of a tweet is seven minutes so I’m expecting a concerted effort to get me noticed. Don’t tell me people will get fed up if I put out too much content – if it’s good content they will love seeing it.
How are you going to turn people into buyers or advocates of my business? And who are you going to target?
And I expect you to know my business well enough to answer well without having to contact me each time I get an enquiry. And how will you handle a crisis?
What systems will you use to measure? And no, I don’t want you to count success through Facebook likes and Twitter followers because popularity doesn’t always equate to my bottom line
Can you prove it works? I want to know how you’ve achieved success before? What were the KPIs set and how did you achieve them? Show me testimonies from your customers that mention you met their business objectives.
I want to know you’re not just another opportunist trying to make money because you know how to tweet.
Above all don’t take chances with your brand. Don’t spend money on social media that doesn’t bring results. And don’t become a victim to someone trying to make a fast buck by pretending to be someone they’re not.
By Mark Saxby. Mark is a director of Status Social, one of the UK’s first specialist social media consultancies. Status Social manages nearly 20 social media accounts with achieving results at the heart of every one.