Community Managers are a crucial part of any modern business as they can make or break the brand. They’re supposed to be the friendly face of a company, effectively communicating with customers on social media and ensuring active engagement. However, there are some community managers who can fall short of this expectation.
If you’ve recently hired a community manager, here are some red flags that indicate they’re not the right fit.
- They’re not involved in the community.
A community manager should be an active participant of their community. When they reply to posts and comments, it should be genuine and not canned or automated. Someone who is invested in your brand and what your customers have to say will have more empathy than someone who isn’t. This will help them respond more effectively when issues arise, too! Community managers who take time out of their day to reply personally do wonders for customer satisfaction.
- They don’t understand the value of social media
Social media can be the best way to interact with customers, build a community and grow your brand. You don’t want someone managing social media accounts who doesn’t understand how important it is as an engagement tool. You need someone who is social media savvy from the get-go so they know the ins and outs of communicating with different audience groups online.
- They don’t treat customers with respect and equality
Your community is your most valuable asset, so it’s important that the person in charge of managing and growing it understands that the customer comes first. A community manager who doesn’t respect customers will treat them as commodities or burdens instead of recognising their value in growing your business. If a community manager only sees customers as numbers on spreadsheets rather than real people with needs and wants, then you won’t get them engaged with your brand or product.
- They aren’t interested in learning from the community
Community managers should always be willing to learn. They should be curious about their community’s wants and needs, and be proactive about the ways they can meet them. A great community manager is open to new ideas from customers, even when they are new or different from what they’ve done in the past. If they’re unwilling to support customer suggestions, it’s a red flag that they aren’t really committed to the success of their communities.
- They’re not willing to take accountability for mistakes
The importance of admitting mistakes cannot be understated. Admitting faults shows that they are willing to learn from them, which is arguably the most important trait a community manager can have. It shows that they are accountable and mature enough not to play the blame game. Once the fault has been acknowledged, they can move forward with the matter at hand and be quicker at problem solving.
Of course, it’s also important to take accountability for your mistakes internally with your team members and clients.
Finding a great community manager is essential to growing a vibrant community.
Community managers help bring everyone together by engaging customers and ensuring that a brand’s social media pages are a safe space to voice opinions. They’re the glue that holds your community together, helping it grow for years to come!
So what does this mean for you? If you want to get the most out of your online presence, then it’s essential that you find people who know how to run it well. Our team of community managers have had years of training and know exactly what it takes to make your community thrive. Contact us today to get started.