Like so many entrepreneurs before me, I went to go see the movie Joy last week.
It’s a great movie for entrepreneurs. It has some wonderful lessons about perseverance in business, taking matters into your own hands, and standing up for yourself in spite of incredible odds. But you can read about that shit anywhere.
I’m not going to tell you about how awesome I thought the movie was because, really, I thought it was kinda ho-hum.
It was the movie theatre that blew my mind.
Specifically, their social media presence.
Last Friday night was date night, and like any other self-respecting Facebook addict, I checked myself into every location my wife and I found ourselves for the duration of the evening.
At the end of the movie, I checked my phone and discovered this:
Someone at the movie theatre commented on my check-in to say they hoped I enjoyed the movie.
MIND. BLOWN.
Naturally, I took a screenshot of my phone and promptly shared it to my Facebook friends because seriously… NOBODY DOES THIS.
I advise clients, on a regular basis, to make audience interaction a priority.
Few of them actually do, which is why I’m always over the moon on the rare occasions where I see a business doing social media right.
I’m your typical Facebook user – a 32-year-old woman, married as much to her smartphone as she is to her wife. I use the check-in feature everywhere: restaurants, events, the dentist… you name it. I truly cannot remember the last time one of those businesses commented on my check-in. Probably because, in all the years I’ve been using Facebook, they never did. (I actually tried to find a way to view my entire check-in history to prove my point, but alas… this is not supported by Facebook and none of the apps I found that claimed to do this worked.)
Whether you have a brick and mortar location that patrons can actually check into, or you simply have a Facebook page for your business, it’s so important to acknowledge when people tag you or check in. In this instance, how you handle your social media is an extension of your customer service policies and procedures.
By checking into this movie theatre, I gave them free advertising in two different ways:
- I let my network know that this particular movie is still playing at their location
- I laid the groundwork for furthering the Know-Like-Trust factor between my network and their business – someone they know-like-trust went to this movie theatre, therefore it’s worth considering next time they want to see a movie
I didn’t have to do that.
Remember that your own Facebook followers don’t have to do it either.
Also remember that they are so used to doing it without getting any sort of acknowledgement or recognition whatsoever. Which is why I got so damn excited when some movie theatre employee, who barely makes minimum wage, made my whole week by wishing me a good time at the movies!
Responding to your check-ins has a ripple effect. I’m not saying that everyone will take a screenshot of your comment and share it across the internet like I did. To be honest, it’s highly unlikely. I’m just a nerd for social media. But that’s also not the only thing I did.
For the rest of the weekend, I told everyone else I hung out with all about my experience at the movie theatre. I also intend to keep this theatre in mind next time I want to go see a movie.
Why?
Because they made me feel special.
People remember when you make them feel special, if only for a fleeting moment.
So, I ask you… how do you make your social media followers feel special? Leave me a comment and let me know.