LL - RME Facebook Community Admin Guidelines

Interacting with our members in the group helps us stay connected with them and understand how our products are making a difference.

Watch video to get started:

Admins assisting in Post/Comment moderation:

Monday Qamara a.m, Corey p.m, Nelsa overnight
Tuesday Annalisa a.m, Qamara mid-day, Corey p.m, Nelsa overnight
Wed Annalisa a.m, Qamara mid-day, Corey p.m, Nelsa overnight
Thur Annalisa a.m, Qamara mid-day, Corey p.m, Nelsa overnight
Fri Annalisa a.m, Qamara mid-day, Corey p.m, Nelsa overnight
Saturday Mina
Sunday Pia

As a group Admin your role is to:

Be the host of the group when you are monitoring the page
View member posts for "approval" before posting
Review previous post comments, and interact positively, intervene, offer customer service
Interact with new posts as Marina or ourselves when appropriate
Like posts, comment, welcome new members, build community, offer customer service info

Positive Comments

Respond to positive comments! The more interaction a post gets, the more it stays boosted in the newsfeeds of our members. The more popular it is, the better - However, we still want to maintain a positive brand image as well. The tone you want to have: friendly, caring, enthusiastic.

Always start with Hello: commenter’s name. Or integrate the persons' name into your reply somewhere.
Remember, unless you are logged in as Marina, this comment will be from YOU.
We want to engage with our audience, show that we care, and acknowledge what they are saying.
Try as much as you can to bring the subject back to the brand/product/program.

"LIKE" a few positive comments. This helps to keep the post boosted in people's newsfeeds, helps the poster feel seen and appreciated.

Negative Comments

These range from constructive criticism to falsehoods and bullies. While we want to know how we can improve someone's experience, we do not tolerate people being mean, hateful, or judgmental towards fellow members/our products/our company.

Unlike ads, we cannot simply hide posts or comments. We can delete posts, but there needs to be some outreach to that member to find a solution. Ideally, this would be done by a member of the CH team by phone + email.

Questions

If the customer has a question about our company or the product, we should answer it in a SHORT, FRIENDLY response. (No long saved replies should be used). We want to post a friendly, personal, please & thank you, call them by their name, short response to their question.

Service requests

If a customer asks about their order, search our system using their Facebook name and try to access their order history. If you can't find it, respond to them and ask them to contact us via our support email address mail@radiant.me

If you locate their order, respond politely and let them know a member of the CH team will email them details, also post our phone number and support email, so they can contact us that way too.

When we are responding to comments, make sure to remind people of our support contact information, guarantee, and that auto-refill is optional.

For those managing the page that do not have access to memberships, you can work with the RME team in slack to get questions/issues resolved.

What to delete:

Bullying, insults, this includes swear words, profanity, bashing others/marina/the program, name-calling, people posting other products or directing people to other websites.
It's an ad or scam, or that it asks for an email address.

What not to delete:

Interaction on a post is what keeps it in someone's newsfeed, therefore we don't want to discourage comments and questions.

If it's good, nice, happy, enlightening, or positive - ALWAYS keep it.

If you can give a response or provide additional information - do!

You can generally let the members talk it out, unless there is a customer service related issue, or questions about product/programs that other members don't know the answers to, in which case you should comment.

If it requires us to provide personal information about a customer, ask them to email us instead.

.>>>If you are not sure if you should delete it - ask Elana, and she can help you decide.

Comment threads:

Be sure to monitor what is being said in threads, in case you answer any questions or make any type of intervention.
If there is a thread of comments, you can generally let the members talk it out, unless there is a customer service related issue, or questions about product/programs that other members don't know the answers to.
if new members post, say hello to them and welcome them. YOU are the group host when it is your time to monitor.

Group membership management - your role is to:

Check group membership requests
Look up each person to confirm they have a membership before approving them
Contact those being declined to give them guidance on how to become a member through placing an order.
Remove members who have received a full refund
Make a slack post in the Social Mod group letting everyone know how many new member requests you start and end with.

Admins assisting in membership approval: Gale, Nina, Kristina L

Slack post:

Non-member join requests if they don't provide an email address:

Decline with feedback

Message to send:

Thank you for your request to join our community! This group is for Radiant Me members only, so visit our site to learn more: https://www.the14dayreset.us/quiz

Please come back to join us here after your order is complete! Questions? mail@radiant.me