Five Facebook Tips You'll Want to Know in 2016 (as shared by My Daughter Who Works There)

Sande Snead poses in front of the real Facebook wall at their offices.

Sande Snead poses in front of the real Facebook wall at their offices.

Yes, I’m the proud mother of a Berkeley grad who is now a Facebook Program Associate on the Global Public Policy team. Recently, I picked her brain for how I can be smarter about Facebook. Here’s my daughter Nick's top tips:

1. Follow Mark Zuckerberg. The Facebook community is 1.5 billion people strong and growing and yet only 42 million are following the Facebook CEO. Mark Zuckerberg’s posts are frequent and insightful, and will keep you in the know about some of Facebook’s latest efforts and developments.

2. Boost your posts. If you are a business, only a small percent of your followers will see your post in their News Feed. If you really need to get a message to your constituents, get donations or make a sale, it may be worth spending $10 or $25 to boost your post. 

You can select the demographics of the audience you wish to reach including geography, age, race, sex and even interest areas such as dining, gardening, exercising, etc.

3. Use Facebook ad manager. If you are thinking of boosting a post or a page, use the Facebook ad manager so you can see exactly what your ad will look like and have more control over the content. Of note: Your image cannot have much copy embedded.

A look at the future of fundraising thanks to facebook.

A look at the future of fundraising thanks to facebook.

4. Check out the Facebook for Businessblog. You’ll get tips and tricks, as well as information about new products. For example, Facebook recently launched a pilot for non-profits. They are working with 37 national non-profits to test a program to help organizations raise money. 

Among other features, it allows followers to make a donation with one click on a Donate Now button.  You have the ability to allow Facebook to store your credit card information, so it’s easy every time you want to make a donation to your favorite cause – of course, this is optional!


5. Use hashtags. This may be obvious, but hashtags seem to have become clichéd. However, they are invaluable on social media. They turn topics and phrases into clickable links, which helps people find posts about their interests. #usemorehashtags

Sande Snead of Richmond knows the quickest way to reach her daughter Nick (pictured on the left) living in San Francisco is, of course, via Facebook Messenger.

How to Convert Cranky Customers to Happy Ones

When employees feel empowered, amazing things can happen.

Just ask Frontier Airlines Captain Gerhard Brandner.

Last week, Brandner found himself in a challenging work environment. With a delayed plane packed with tired and frustrated Frontier Airlines passengers, Brandner faced a potentially angry mob.

His Denver-bound plane landed unexpectedly in Cheyenne, Wyo., due to severe weather and sat on the runaway awaiting its fate from the airline’s maintenance team. Sensing his passengers were tired, restless and hungry, Brandner took matters into his own hands.

He called Domino’s and ordered about 50 pizzas.

Word spread quickly as passengers shared the tasty news on Facebook and Twitter. Social media channels erupted with praise and cheers. Brandner’s quick action instantly became PR gold.

TV crews, like KTLA and FOX News, took notice, and so did People magazine, which proclaimed Brandner as “the Greatest Airline Captain of All Time.” (Captain Sully Sullenberger, who safely landed US Airways Flight 1549 in the Hudson River, seems a little more suited for this title.)

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One Frontier passenger later told a TV news crew, “the captain said, 'Ladies and gentlemen, Frontier Airlines is known for being one of the cheapest airlines in the U.S., but your captain is not cheap. I just ordered pizza for the entire plane.'”

Clearly, Brandner is one highly engaged employee, even if he reportedly called his employer “cheap” and paid for the pizzas himself. He felt personally empowered to make a difference for his customers. He later told news media, “[the passengers] are my responsibility the moment they step on the aircraft until they get off the aircraft.”

Companies that understand this customer service mentality and empower their employees to take action are going to have more engaged customers. Note to Frontier Airlines: It’s even better if your employer gives you the budget to help make the situation right.

In the retail and service business, exceptional customer services means giving front-line employees budget control to make decisions without having to check with a manager.

Not every airline can pass out free pizza during a delay, but the positive attitude and caring gestures by employees can turn unfortunate situations, like delayed flights, into memorable ones.

It’s the small stuff that customers typically remember … the warm smile, the eye contact and the friendly conversation. A slice of hot pizza also helps.

Jonathan Rhudy first learned customer service as a bag boy working at Ukrop’s Super Markets in Richmond as a teenager. Today, Kimpton Hotels continually wows him with unexpected and creative gestures when he’s on the road.