Wednesday, February 29, 2012

How To Manage Your Social Media Clients (CYA)

So, I once had a social media client who liked to be "hands on" when it came to his network. I didn't have a problem with this, although he often made changes, created programs and posted items outside the plan without advising me.

It was his network, after all, so who was I to tell him he couldn't do that?

I'll tell you who I am: I was his social media manager and he should have been communicating everything he did with me before he did it, or at least immediately after.

This was not a case of me trying to usurp his network, or take control of his business. But as his social media manager I followed a very specific marketing plan which he agreed to. If he changed that plan, or any part of that plan, it altered other things as well and I needed to know about it if he expected me to remain effective.

I always handle these conversations very gently, of course. I do not want to offend my clients, or overstep my boundaries. However, I must impress upon them the importance of communication. My clients can change anything they like, but they need to communicate that with me. My clients are not ignorant. After all, they have built successful businesses which employ me. When I explain the importance of communicating with me about these changes most of my clients understand fully and promise to keep me in the loop.

The next week, if they do it again, we have a similar conversation.

I can live with the constant changes and I can roll with the punches when it comes to the problems these changes create for me. For my part I make certain I record every instance of these sorts of changes; I send emails about the changes, and keep copies of those emails for my own benefit. This way, if something takes longer, or a program fails to be implemented because of a change made without my knowledge, I am protected.

I enjoy working for individual clients. At times they are difficult and other times they are a joy. As long as I communicate what is going on; why they should communicate with me about what is going on, and what direction they want to go next, I am happy.

If I ever become unhappy, or too unhappy; or feel their involvement is jeopardizing my record of success, I can always walk away. I am not stuck punching a clock. I am a social media manager. Change is just a part of the job.

But, so is communication.

2 comments:

Abbi Achterberg said...

As someone who is starting out as a social media manager, this is helpful. Thanks!

Helen said...

It would be better if you hire SEO company services to take care of your social media campaigns. Especially if you have multiple accounts, you might want to hire experts to handle them.