What Reality TV Can Teach You about Social Media

I’ve really been enjoying a television “reality TV” programme that has been featured here on Channel 4 recently: Three in a Bed.  They take three small B&B owners and each takes a turn staying in the others’ properties.  After each stay, the couple then gets to decide how much they think the property is worth paying for, and that’s all the owner will get.

Mostly, the other B&B owners pay around what the owners are asking for – sometimes a little more, sometimes a little less.  Almost always, the owners disagree with the feedback, even if pretty much everyone else agrees.  It’s entertaining and sort of a shame, all at the same time.

While yes, there is certainly a heavy gloss of overzealous TV-drama and production factor, I still think there is a relevant lesson to be learned here, and one that is important in the online world:  everyone  has their own expectations, and those expectations make up their own personal little zone of reality.

What’s That Got to Do with Social Media?

Well, a lot.

• This is why you can’t just ignore what is being said about you online.  Sometimes, people just had the wrong expectation, and explaining yourself can go a long way to settling an issue.  Tripadvisor reviews, anyone?
• This is why you need to get online and tell your story.  If you’re hiding behind a website that has poor pictures and no content, or worse, no website at all, what kinds of expectations are you setting?  The expectation that you’re not worth giving business to.
• This is why businesses who have the best products and services win – because they set customer expectations at an appropriate level, and then wildly exceed them.
• This is why businesses who make customers feel good get more repeat business – because they know that regardless of expectations, the reality is that a happy customer is a customer who is having fun and being treated well.

So, are you crafting your story to set your customer’s expectations?  Are you listening to their feedback to understand if your expectations are matching their reality?

The Bottom Line:  Human beings are like snowflakes – no two alike.  So what you think your products and services are like isn’t exactly what your customers think.  And whatever their reality is equals your reputation.  Are you making expectations and reality?

To Learn More

Need some help discerning what’s your reality and what is your customer’s?  Why not take our free small business assessment?  It’s no stress, no fluff, and no obligation – just our view on how you’re doing on your online small business journey.

Photo by bjorn