As a social media specialist, there are many problems you are bound to face in your day-to-day work interactions. While many emanate from the audience or the platform itself, an equal amount also comes from clients.
Establishing a set of rules and communication when signing a contract can eliminate many of such issues. But others require your creativity when carrying out your tasks, and to a larger extent dropping a client.
If you have not yet reached the point of crafting a farewell email, this article is for you!
Let’s look at the common problems clients pose to social media specialists and how to deal with them.
1. Client Reluctant To Send Photos Or Content For Social Media
A huge problem social media specialists face is of a client’s unwillingness to send content for social media, more so if you work freelance.
There are two ways to solve this.
- You can include photography in your packaging services right before you sign the contract.
- Give a deadline with reasons they need to meet that deadline. Let them know if they can’t; there will be very little social media activity done and how it is going to affect performance or reach.
2. Client Reluctant To Pay For Ads
Paid ads may not be a necessity in social media management. However, as social media specialists, we know it is prudent to mix organic content with paid promotions for greater reach or performance.
If a client is unwilling to pay for ads, first, find why they are reluctant. Maybe they are low on cash, or they just do not buy the ads thing.
There is a downside to this. You will spend lots of time creating content and boosting the client’s account organically, which may take time.
Here are four solutions.
- Depending on the business, you can team up with other businesses that relate or complement your client’s and cross-promote or collaborate on social media through tagging or mentioning them.
- Showcase employees and encourage them to comment or engage with your post.
- Create hashtags to use for organic promotion.
- If you work in-house, get executive buy-in, but as a contractor, engage the client at the beginning to include a monthly retainer on ads.
3. Client Sharing Irrelevant Content/Photos On Social Media Without Inquiring From You First
Are your clients sharing photos of their birthdays or weddings with the social audience unaware that the content is irrelevant to the business’s goals for being on social media?
Or, are they picking photos from Google and sharing them with the online community disregarding the copyright laws?
Here are four solutions.
- Educate the client on how algorithms work and why some photos may not work with the content and the business’s goals.
- You could also change the social setting of the account to ensure they have to clear by you before they post anything. If you reject or accept a post, give a reason.
- Workaround with the content they want to post — by tweaking or spinning it around to include their ideas.
- You can also archive the post or change the setting from public to whatever you want. But even so, the important thing is the communication to avoid burning bridges.
4. Client Writes With Incorrect Grammar and Wrong Choice Of Words
The debate about whether grammar should be an issue when writing a social media post is one that attracts divergent views, but I believe some of Trump’s tweet says it all.
For grammar and spelling mistake, you can:
- Give the client a list of dos and don’t s on social media.
- Educate them on why correct spelling and grammar are key in any communication, especially digital communication.
- You could also edit the post before it goes live and tell the client what you undid if they still insist on doing things their way.
5. Client Wants To Buy Followers
One reason a client would want to buy followers is because of the myth that ties it to high engagement or exposure.
Here are the solutions for such a client.
- Let them know the consequences of doing so, such as having their account deleted or how it won’t make them more money. Teach them how this is a bad idea, especially how brought followers do not really engage with the account.
- Show them accounts of business that brought followers and how their numbers tanked.
- Convince the client to pump the money in ads/a campaign that would bring active followers.
6. Client Wants Sales
Another highly debated topic with no end: Clients don’t see an increase in sales.
Social media specialists are responsible for generating leads and not sales. It is upon the sales department or the client to convert the qualified leads social media specialists bring into sales.
Here are two solutions you can use for a client who wants sales.
- Advise the client what social media management is about and make them understand it is their job to convert the leads you bring with a great product, landing page, or sales funnel.
- Explain to the client that social media is a platform for creating brand awareness and not for increasing sales.
7. Clients Negotiating For Lower Rates
There are several reasons a client may want to pay little or doesn’t pay for social media services. Maybe they are saving money or haven’t realized the value social media can bring to their business.
What is the solution?
- Tell them the amount of work you can do for what they will pay.
- Accept the low pay, but encourage them to bring you referrals.
8. A Drop In Audience Engagement
A drop in engagement rates normally brews trouble for social media specialists and their respective clients to the point of giving each other a boot. If the client asks why there is a drop in audience engagement, here are the answers you can provide.
- Identify where the drop in engagement is coming from. It can be a change in the social media algorithms and explain to the client the difference and how it happens.
- Change how you post and the content you share.
- Ask the client to create a budget for paid promotions or influencer marketing to spur up engagement and attract new followers.
What are some problems you, as a social media specialist, faced? How did you tackle them? You can let us know in the comments box below.