Keeping a family entertainment center Twitter account going strong is a balancing act. The center’s social media coordinator is paying attention to platforms other than Twitter, and when on Twitter, must monitor responses and engage followers with a diverse mix of posts that run the gamut from retweets, deals and promotions, and new educational content. Establishing a posting plan and schedule helps your Twitter posts stay on track, and it’s also a good idea to know what kinds of Twitter posts to avoid. An issue that even the biggest companies have gotten in trouble over is poor customer service. On Twitter, poor service takes many forms, including improper responses and ignoring questions and complaints.
Improper responses
Customers who try to engage an attraction's Twitter feed by asking questions on topics such as hours and attractions deserve clear replies. It is not enough to reply only with a link to the website page that has the information. A better approach is to reply with a teaser like: “We’re open from 9 a.m. to midnight daily. Here's a link that explains more.”
Grammar, spelling, and etiquette
Using proper grammar is an oldie but remains a goodie. When you're busy, it’s easy to type “ladie’s” instead of “ladies,” or even the dreaded “your” instead of “you’re.” Keep an eye out for mistakes like these, follow your style guide, and don’t accidentally scream at the Twitterverse by pressing the Caps Lock key.
Using hashtags incorrectly
Hashtags are great for helping Twitter users find and filter relevant posts. However, using them the wrong way can turn off followers and make businesses look unprofessional. Hashtags should be used sparingly and not comprise every word or even every other word in a post. Hashtag relevant words and not generic words.
Distasteful jokes
Jokes can be great; they engage followers, lighten their moods and make them chuckle. However, be careful in choosing the jokes for a Twitter feed. Family entertainment centers should focus as much as possible on clean, G-rated jokes that are politically correct.
Not keeping personal Twitter accounts clean
Owners of family entertainment centers and their staffers also must maintain personal Twitter feeds that are as proper as possible. That means avoiding posts that criticize the customer base and could alienate them. A personal Twitter feed, much less a business one, is not the place to complain about the people who trashed the center last weekend.
Your family entertainment center's Twitter profile is a powerful tool to reach potential guests, but make sure you're not driving people away by using it the wrong way!
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