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How to Beat Negative Social Media
The climate is changing. It used to be – that if someone had a problem with you – they came to you to tell you to your face – or they gossiped about you behind your back. These days, social media means just about anybody can give you a black eye, and think nothing of it.
I’ve had my share of trolls try to knock me (and my billy goat friends) off the bridge. So let me give you some tips for handling negative social media.
- Monitor your Social Accounts regularly.People often “set it and forget it”. You’ve got to make sure to check to see if someone has messaged, tweeted, commented, or tagged you in a post. Stay on top of it – every day. Even if it’s just a quick check. Monitoring is important. It’s also good to be sure your employees are monitoring, and let you know if they see anything posted elsewhere. It’s also helpful if you set up a Google Alert that will email you anytime something new is posted about you online.
- The Customer is always right…. most of the time….Make “The Customer is Always Right” your mantra. Chances are good that you will get the occassional customer who is just being a tool that bashes you, and they are not right. But if we are honest with ourselves, and keep our egos in check – nine out of ten complaints are legitimately from a customer who had a bad experience. Sometimes they want compensation – sometimes they might just want a public apology. Before you assume that you complainant is just spouting off, or is a deadbeat, or is just trying to get their meal for free – START with the assumption that you are at fault, and that your desire is to make it right.
- Don’t Delete – EngageIf it’s an obviously insulting or “trolling” comment – just delete it. Mostly – you’ll get something like this: “I had a burger at Bob’s Burger Shack. The burger was undercooked and my server was rude.” These comments shouldn’t be deleted. Just reply with an apology, and encourage them to contact you offline (give them a number or email address) so that you can make it right.
- Make it Right.How much can it cost to give the guy another burger, right?
Now obviously – some situations are going to be different. But hopefully GOOD CUSTOMER SERVICE and QUALITY are hallmarks in your business model. If the customer is not happy, than you’ve got to do your best to make them happy. You will NOT make everyone happy. But you can try! - Don’t Freak Out.Don’t insult. Don’t panic. Don’t REACT. Just calmly try to make it right. Sometimes – you just can’t beat the negative PR. You screwed up – and now the world sees it. DO NOT REACT IN ANGER to the situation. Even if it is not your fault. Try to turn the online conversation into an offline conversation – so that your other readers see that you are doing something to work it out.
- Bury it.Do you have a negative review on the front page of your YELP? Can’t delete it? Than work hard to BURY it. Start soliciting every positive review that you can – and direct those clients/customers/friends to the place you want them to post. Usually, a website like that has five to ten “top” reviews that show up first. So solicit enough to bump the negative review down a few pages!
- Don’t assume that because someone challenges you, corrects you, disagrees with you publicly that they HATE you. Most likely they are either “trolling” (posting negatively for the fun of it), or they have a legitimate customer service complaint, or they are just ignorant fools. But don’t assume that the public confrontation is motivated by hate – and then be sure to respond with kindness and patience. It works most of the time!
Distraction #wisdomwednesday
Distracted from Distraction by Distraction – TS Eliot
This quote is great – because a hundred or more years ago – an american poet described American’s fascination with social media…. must not be a NEW problem!
The point I’m making through – is don’t get distracted. It’s easy to hop on to facebook ore twitter for the point of sharing your marketing stuff – and then getting sucked in. Put on your blinders, and stay focused! It’s good to interact and pay attention to what is going on – but it can take a ten minute social media task and turn it into a day long time waster!
Guard against distraction!
How Often Should I Post?
When it comes to blogging and social media, there is no right answer to the question “How Often Should I Post?”
The truth is this: The more you post – the better.
I can’t give you a magic number, because a lot of it has to do with the amount of time YOU want to spend posting!
But let me give you a few guidelines.
- Facebook and Twitter – at least once a day. Even if it’s sharing a meme, a picture, or a quote.
- Blog – At least once a week. Even if it’s a company news item, a photo, a weekly special, or a quick cell phone video.
- Email Newsletter – at least once a month.
I know. That seems like a lot – but again – the more you post, the more effective your social media becomes. I’d highly recommend posting a lot MORE than these numbers…. but these are the minimum.
If you take the time to plan out your posts a month at a time, this becomes a lot easier. Blogs and Facebook have built in scheduling – so you can work ahead. Try hootsuite or buffer if you want to keep your scheduling in one place!
Whatever you do – post often. Post more than you think you need to post!
Need some ideas for what to post? Start a conversation with me! – mail@joshhatcher.com
Keep it simple stupid…. #wisdomwednesday
If you can’t state your position in eight words or less, you don’t have a position. – Seth Godin
More important than a detailed marketing plan is the simple and effective message you want to send. Don’t bog it down. Say it simply.
HERE IS MINE:
Let me help you with your creative marketing.
814-636-0152
Just Do It… #wisdomwednesday
The greatest enemy of a good plan is the dream of a perfect plan. Carl Von Chosewitz
Listen – do you want your marketing plan to succeed? Do you want your website to help you reach potential clients? Do you want your social media plan to be a success? Then do it – imperfections and all. Don’t worry about whether or not it’s perfect… just do it.
A matter of perspective…. #wisdomwednesday
Don’t find customers for your products, find products for your customers. -Seth Godin
I think sometimes the most important thing to understand about marketing is that it’s not about bringing your idea to market – but rather determine what the market is – and then coming up with an idea the market wants.
Don’t try to sell ice to eskimos!
Do things…. #wisdomwednesday
We have a strategic plan. It’s called DOING THINGS. – Herb Kelleher – Southwest Airlines
This certainly doesn’t negate the POWER of having a strategic plan… but it does make a great point. Don’t just make a plan. DO IT.
Need help getting your marketing plan together and off the paper? Holler at yerr boy. (turn of the century gangster speak for CALL ME) 814-636-0152
People Come First. #wisdomwednesday
One of the things my dad always taught me is:
Son, You can learn something from EVERYONE. Take the time to listen to people. Everyone – even the crazy ones, or the ones that might not seem so smart, or the ones who are mean to you – have something to offer.
More important than my dad SAYING this, was they way dad MODELED this for me. Everyone knows my dad. Almost everyone likes my dad. Because he treats people like they matter to him. (BECAUSE THEY DO!)
This quote from Leo Burnett is great:
What helps people helps business.
Because it’s so true! Imagine the state of our economy if everyone who did business did it with PEOPLE in mind?
I don’t mean to get preachy or to sermonize – but the truth is – we need a moral compass guiding our business. We need to do business with the idea that “people matter” as a guiding principle. If we don’t – our success is hollow. I think of the movie “Wall Street” that played on an endless cable television loop when I was a kid. Those people treated each other terribly! I’m sure they were loaded with cash – and there are many who are loaded with cash who got their while acting like buttholes. But I can’t imagine that life would be GOOD if I did that. I can’t imagine my success would be worth it.
And then I think of Apple.
I don’t mean to be a fan boy. Forgive me for sounding as such. In fact… to qualify – I can’t stand the iphone.
But EVERY SINGLE TIME that I call Apple for support on my macbook – they go OUT OF THEIR WAY to make me feel special. I speak to a native English Speaker who can understand me. My time talking to computers is minimal. They always provide excellent service, and they convey to ME that it’s their pleasure to do so.
I also think of Chik-Fil-A.
I’m not a fast food fan. I’d rather eat at an independently owned place…. unless I’m near a Chik-Fil-A. Say what you want about their politics… but when I’ve never seen a teenage girl so HAPPY to feed me chicken and to clean up a spilled milkshake. In fact, she brought us a free milk shake to replace it, and apologized several times about the spill – despite the fact that WE spilled it! And then when I said “Thanks” – she smiled and said, “It’s MY pleasure.” (And I think the really meant it.
The best (and simplest) marketing you can do is just simply to treat people well. Do your business with the goal of helping people, and they WILL come back, and they WILL tell their friends.
How can you put people first in YOUR business? What are some things that might need to change in your business operations to make that happen?
I can’t understand what you are saying…. #wisdomwednesday
Think like a wise man, but communicate in the language of the people. – William Butler Yeats
Remember that in your communication – the only thing that matters is what THEY hear. THEIR perception is reality. So while you might have MEANT to say one thing – if they are hearing another… than your message was not communicated!
Need help getting YOUR message out there?
Holler at me.
814.636.0152
