Social media is a powerful tool.
Venue managers can use it to engage their fans and stir up some hype during important events.
But, what happens when someone complains?
You might have broken cup holders throughout your venue…and the only way for guests to report this issue to your staff is through Twitter, Facebook or Instagram?
Is that the type of branding you want? Is that how you’d like the world to see your venue?
Mind you, that’s only a few cup holders…
We understand the culture of connectivity venue managers and, in some cases, team owners strive to employ.
But the new trend of believing it’s OK to utilize social media as the channel for this type of communication just isn’t efficient – or logical.
- How does the guest know they were even heard? Do you think they’ll have peace of mind knowing your staff is on the way if a two-way conversation probably never existed?
- How would all of the information get captured for the venue to have accurate and complete documentation? How does anything get captured at all?
- Can venue managers really capture every single post during an event? We doubt it.
This form of communication for a venue is even worse than the old days.
Think about it:
If you only have tweets and posts to rely on and miss it, you've done more harm than you could ever manage.
In the old days…
When a fan had a complaint or needed to be heard, they would have to either make a phone call or run and find someone.
Nowadays, guests can sit in their seat, make a complaint public and if your venue misses it…then it’s a serious disaster.
Pure and simple, tweets and posts are needles in a haystack!
It gets worse:
Let’s say you work for a sports team and a guest tweets to the team and your boss – the owner – about a broken cup holder. Your boss then forwards it to you, you then have to send someone out to fix the cup holder.
That’s an ambiguous process that we all know would never be consistent and certainly not one anyone would want to manage!
The only way for you to resolve this issue is by offering your guests a clear way to communicate with your staff.
With that said:
What do venue managers use to make complaints private and optimize your response time to incidents or issues that guests report?
If you’re reading this article, and you’re a venue manager, life just got better (and easier!)…
Text communication is the tool you need to keep complaints, feedback and issues private and your team proactive.