Managing your social media buzz can take 30 minutes to an hour a day, tops. While this may seem like a lot, many customers are making their choice based on what they see and read. Most people understand that you will not always be perfect, but will usually browse back a couple of pages worth of comments.
Chat with your team; seek and enlist someone that is passionate about this, and let them go at it. Use these tips, and you will see fruitful rewards!
POST PICS DAILY – AT DIFFERENT TIMES
You should do this no more than once a day but to all social media. It can be done in minutes. Mix it up with food, drinks, and restaurant atmosphere shots.
TALK ABOUT WHAT YOU ARE DOING – WHY SHOULD I GO THERE?
Let the world know what is happening: specials, new menus, the patio, etc.
Talk about an offer once in a while, but you should not be seen as a used car salesman.
TALK ABOUT YOUR TEAM
Do you have a new Chef, a rock-star server, a great mixologist? Use your team member’s name [if they ok it]. This will make it personal and get your team in the game.
ALWAYS RESPOND TO COMMENTS
Responses should be ideally as same-day as possible. Positives can be as simple as a “like” or a “thank you” or “our team will love to hear that!”
Be humble and thankful.
DON’T BE AFRAID TO ENGAGE – BACK & FORTH
Some chat back and forth is good just not too lengthy. Social media should be used to build and nurture relationships
DO NOT SHY AWAY FROM NEGATIVES – ALWAYS RESPOND SAME DAY
If you messed up, admit and demonstrate you have learned from it. Do not argue or be defensive. “Thanks for the feedback and we will take steps…..”
Responding with empathy to a guest’s comment shows that you care about hospitality.
DON’T BE TOO FORMAL OR DRY
Have fun with it; engage your audience. Just because you are part of a bigger company doesn’t mean you can’t have a personality!
POST PICS OF PEOPLE [WITH THEIR PERMISSION].
This makes it more authentic, fun, and connects with others.
Never give out personal details, and be sure to use private messaging when available.
For more details or assistance with marketing and social media success please contact via the contact page.
Russ Blakeborough is Managing Director at Focus F&B. Russ works to reimagine food and beverage at hotels and restaurants. We work on refreshing your current concept and creating steps for improvement. We have the tools and resources for cost-effective and immediate improvement.
Russ, originally from England, now resides in Savannah, Georgia, in the USA, and operates worldwide.