Statement and Scope
As an employee and representative of MacArthur’s Nurseries, you are expected to demonstrate best practices and appropriate etiquette on social media, including but not limited to the following:
- Be respectful to all
- No hate speech
- No confidential company information. If you aren’t sure, ask!
- Answer the entirety of the customer question. If it concerns a product, include the price.
- Never blame a customer for a dead or damaged plant
Customer Inquiries
We receive a large volume of customer inquiries via Instagram, Facebook, Shopify and email. Typically, these inquiries relate to product availability, returns, product care, customer discount days and store hours. Sometimes, there are complaints –such as about a product or an experience the customer had at our store.
If the question is straight forward and has a definite answer such as – product on the store floor, our return policy, discount days, or store hours – please answer the question promptly.
If the inquiry involves making a judgment call regarding a return or replacement, please ask the supervisor responsible for the product how to proceed. If they are not available, ask Tony or Thomas.
Product/Department | Manager |
---|---|
Tropicals | Thomas |
Market | Brittany |
Trees and Perennials | Andy |
Soil, Fertilizers, Hard Goods, Pots | Tony |
Footwear | Trudy |
Annuals | Ashley |
If the inquiry is related to product availability, including plants and vegetables we grow, confirm with Tony or Thomas.
If you receive a customer complaint, donation request, special order, or anything else that you are not comfortable answering, please notify Alyssa and she will get the answer from the appropriate person.
Guidelines for Employees
When do I need approval to post a message on social media?
We schedule Instagram and Facebook posts. Content and timing is approved by Alain. The products we feature are based on sales, availability, and seasonality. Any ideas for future posts or approvals can be sent to Alyssa.
Instagram and Facebook stories do not need to be approved. These can be used to feature or announce new products, give a sneak peak of new products or behind the scenes of our production operations, or even just to share an appropriate and relevant meme. Stories are typically more entertaining in nature and our goal is to increase engagement.
What kind of information am I allowed to post related to my work on social media?
Many of our employees are plant enthusiasts, which we appreciate! There is a rich online community of gardening and plant hobbyists in our region, that many of our staff are aware of or participate in. If you choose to participate in any public forums related to our industry, it is imperative that it is clear that you do NOT represent MacArthur’s Nurseries and that your opinion is your own. It is prohibited to share or post any photos of MacArthur’s ,the property, our products, or production. Do not describe any of the day to day operations of our business, or engage with content that mentions MacArthur’s Nurseries. This includes conjecture regarding plant quality, suppliers, and pricing.
If there is a need to address any issues in public forums, such as misinformation or complaints, we will do it via our official channels.
Any news, plant availability, promotions, sales, product care, etc. will be released through our official channels.
Selling Plants /Moonlighting
Moncton has a very active plant selling and trading community. As an employee, you are not permitted to sell, split, or trade product obtained from MacArthur’s Nurseries or conduct these types of transactions during working hours or on our property.. Failure to comply with this, could lead to immediate dismissal.
How do I comply with copyright law on social media?
Only use photos taken on site at MacArthur’s, or that were purchased or downloaded with the proper usage rights.
Do not use audio unless it was purchased. Contact Alyssa for details.
Consequences of Breach
Depending on the issue, employees will first be given verbal and written warning. If the matter persists, they may be removed from using MacArthur’s Nurseries social media channels. For more serious issues including moonlighting or theft, dismissal is possible.
Annual Review
If the issue occurs while using personal social media handles employees will first be given verbal and written warnings. However, any moonlighting will be considered theft and grounds for immediate dismissal.
This policy will be reviewed once per year. All employees will be provided with access to a copy.