Several years ago, I read a story about a local business coming under fire from actions and words captured on camera for a reality TV show. While it is true you can’t always trust what you see on TV, these days marketing is not just about how you view your own business and tell your story; it is how others view you and your business as well. Mind your social media manners!
The article described some of the actions and intense (verbiage of the business owners caught on camera. The story does not end here; this business’ Facebook Page had many, many negative comments about what was viewed on this show. Again, at this point, it doesn’t matter what the intentions of the business were at the time of the taping because public perception had taken over. What does matter are these two important details:
- Right or wrong, viewers left negative comments on their social media pages, including Facebook and Yelp!.
- Right or wrong, the owners responded very negatively, nearly abusively.
If you were the business owner, how would you have responded to all this negative feedback on your Facebook and other social media pages? How should you have responded?
- Don’t argue points. Arguing can be seen as not just a debatable posture, but also as a highly defensive one. Instead, take a proactive stance and write a statement that not only reflects your professionalism but also lets customers and viewers know you are reviewing all statements and actions and will respond accordingly after all facts/evidence are gathered. Sincerely thank posters for their comments and feedback.
- Take off the caps lock. For over 15 years, this type of writing has been viewed as “yelling”, be it in email or online in a blog or social media post. It is viewed as strong, yes, but very combative and negative. Take off the caps lock and make your point known.
- Don’t use swear words. This is also viewed as highly negative, combative, and very unprofessional.
- Don’t over-defend your position. Stay true to the voice on your social media pages. For example, if your normal posts include pictures and a short description of something handmade, continue posting like this. If you don’t normally post like this, it can be viewed as being defensive and negative.
- Leave off the name-calling. Everyone is entitled to their own opinion, right or wrong, but that doesn’t give you the right to respond in this manner. It is not only viewed as unprofessional, but highly immature and unbecoming of a business owner.
You have the right to respond to negative comments on social media, and you should. Never leave a negative comment unanswered.
- Allow common sense to be your guide when responding.
- Count to 10 before writing.
- Walk away from the negative bashing. Breathe slowly. Then begin your response.
- After you have written your response, don’t post! Save and walk away. Think about what you have written before publishing. Once you publish, you can’t take it back.
Try to view the negative feedback as constructive, instructional. If you didn’t know what was wrong before, you certainly do now! Take appropriate, purposeful steps to correct both the error(s) and public perception. You attract more flies with honey than a fly swatter. Mind your social media manners.
Be strategic. Be visible. Be found.