Presenting Yourself
Customer Conversations
card 01
Know who you're actually talking to
for the marketer
Before you reply, notice who this customer is and what they care about. A generic reply to everyone reads as generic.
for the professional
The SOP's engagement section starts with understanding your audience — their preferences, interests, and buying behavior — then segmenting how you speak to them. In a real conversation that means a reply reflects what this specific person asked or posted, not a copy-pasted response you send to everyone.
The SOP frames this as ongoing research, not a one-time exercise: what resonates shifts as you learn more from each interaction.
card 02
Show up promptly — that's the community
for the marketer
Comments and messages left waiting make the account feel unattended. Prompt, genuine replies turn a following into a community.
for the professional
The SOP names this directly under "Foster a Community": monitor and respond to comments, messages, and inquiries promptly, and create real opportunities for customers to engage with each other, not just with you.
It doesn't specify a response-time number — treat "promptly" as the operating standard, not a specific SLA you invented and can't point back to the SOP for.
card 03
When someone shares their own experience, engage — don't just repost
for the marketer
If a customer shares a photo or story about your product, like it, comment on it, and thank them before you think about reposting it.
for the professional
The SOP's user-generated-content guidance is two-sided: prompt customers to share their outfits, results, or experiences, then actually engage with what they share — liking, commenting, responding — before or alongside any repost.
Treat the engagement step as the relationship-building part and the repost as secondary, not the other way around.
card 04
Share their praise as their story — not a promise
for the marketer
A customer's praise is yours to share — just don't turn it into a claim about what the product will do for the next customer.
for the professional
This connects to the standing red-line on testimonials: a customer's comment or DM about their own results is real and worth sharing, but it stays framed as their individual account, not a promise extended to whoever reads it next.
It applies in a DM exactly as in a caption — quote a customer's words back to a new prospect and the same labeling and appearance-only-claim rules still hold.