So its about Facebook, and excuse my ignorance if i’m not up with the times but Facebook is NOT an appointment book. Is it?
I appreciate that social media is the new means of communication and although it isn’t my preferred method, i cant justly begrudge it as i too am guilty of firing off the odd enquiry via Facebook messenger. What i am having a hard time getting my head around is that Facebook messenger seems to becoming a tool to book and cancel appointments. And I’m not sure how i feel about that.
So lets not call this another social media rant. No this is more like a plea for help. I really want to open up the discussion around this one.
As the owner of a service dominated business I rely on providing a superior quality of service to succeed in a competitive market. In a world full of public reviews i really cant afford to drop the ball.
When i started my business 9 years ago we relied on the simplicity of a phone call to book appointments and give consultations. Those privileged enough to have my mobile number would often text. How i long for a simpler time………
Today i have emails, Facebook, Insta, texts and phone calls to contend with and like thats not hard enough, did you know Facebook now judges you on how quickly you respond? And i literally get messages 24 hours a day, 7 days a week. Im not kidding. The pressure is getting to me I’m not going to lie.
Family, friends and long term clients reading this, this isn’t about you. You know if i don’t respond or forget altogether i’m just at home losing my mind over 4 kids. But strangers don’t know that. Facebook doesn’t know that.
So let’s get to why this is a problem for me so i don’t sound like a whiny jerk. I take providing a quality service very seriously. Our entire team work Saturdays at the salon and are always booked out. We don’t get time to pee let alone check our Facebook messages. So when i get home at the end of a long hard Saturday at work to see messages requesting appointments or worse seeing cancelations for that day, a little piece of me dies inside. And here is why…….
I havent responded. And Facebook will be the judge of that. Or if i had seen the cancellation earlier i could have booked in someone off our waiting list. I am not accomplishing the level of customer service i strive for not to mention my business suffers as a result. And if Facebook wont beat me up for it, i will.
Here’s the other thing that happens. You text me, i text you. I check available times. By the time you get back to me, those times are gone. I look like an A-hole and we start all over again.
As a woman in my early thirties i probably have more social media knowledge than most in small business and i often wonder, how are the older generation coping with these issues? Perhaps it’s normal now to hire someone just to manage your social media? Is it essential even?
So i would love to hear how is everyone else coping with social media pressures in todays society? And am i the only one taking it so seriously? Do we need to accept that mobile phones + social media = always working?
p.s – the salon no is 93837060