Twitter – The worldwide, instantaneous megaphone AND listening device. It’s
- Brought millions to the streets.
- Given businesses – small and large – a voice to engage and grow their customer base.
- Provided comfort in times of disaster by reuniting families.
But then, there are times the <enter> key is hit and and the world sees what it should have never seen.
Reading it, one thought kept running through my head:
Most of the issues when a mistake happens, and the response to it, can be minimized by hiring for character as the first priority. Period. Every associate represents your company. To your customer, they are the company.
Who will represent the company? What are their key qualities? Excellent communication skills are a given. A leader inspiring multiple teams to effectively use social media will improve your customer experience.
But if you insist the company choose associates with character, you will have fewer social media mistakes. And when they do happen, you’ll see a response that follows Jay’s “Three A’s – Acknowledge, Apologize, Authenticity.”
How important is character in your company? How do identify people with character? What qualities do you look for on your team?
I look forward to your thoughts. Thanks for stopping by.
– Don Kincaid