Increasing Employee & Client Engagement

With Social Media still being relatively new to so many people, everyone is still trying to figure out the protocol & rules of engagement.   The same way the sociology of the handshake evolved.  How far to stand, the firmness of the grip etc.  As people were learning, it had to be very awkward because each person had a different set of information of what it should be like.  To simplify, just assume the difficulty was in the same culture because I can not even imagine all the cultural barriers and obstacles.

With the tools of the Internet…  it is very easy to track what is being said about us, our products, our company or whatever you track.  Never mind that it is human nature for us to want to be proactive, aware and alert of everything that is being said about us anyway.    We always want to feel like we are in control and make sure we are leading the conversation.

The challenge comes with how do you decide when to act and when to sit back…   Well, let me urge you to use the words of the bible… Be quick to listen and slow to speak.   Social Media is a fantastic listening tool.  When you hear something you do not necessarily want to hear.   Your first instinct will be to refute, but don’t… use restraint.

Before you hit send on that email or comment… let it sit there for a few hours.  Seek to understand first.  See if it can be handled offline outside the lights.  Show that you really care and are not doing it just to show responsiveness publicly.

If you do what is right, then you have done your job…  If you try to prove it by you doing something publicly, it may appear insincere.  This is not your chance to get a spotlight. The best PR will be if that person affected shares the goodwill or resolution.  If they do not, then they don’t.   Keep it on their plate.  If they do share, it will have 10 x the impact then if you did it.

Why??? Because it goes back to the authenticity and genuineness the situation offers.    Your actions will speak louder than your words.  Your intention no matter how pure may be misconstrued.  Remember you will not be judged on your intention because their perception is their reality. 

So before you decide to jump in and control the situation, stand back and look through the window.