The power of social media is an amazing thing, until you find yourself on the wrong side of it! The wrong end being, as you can imagine, negative responses to your business, person, or products. If you’ve stepped in it, the right way to do damage control on your reputation management is to take responsibility for your mistakes and move on. Don’t get into flame throwing matches online, as you’ll invariably be the party that gets scorched!
What if you ARE right?
There are situations when through no fault of yours, the defecation hits the fan. There are lots of ways this could occur, for instance a boisterous unhappy customer, wrong or inaccurate press, or even contributions from devious competitors. So while it’s terribly unfair, the reality is that everyone is talking trash about you and your company. How does one deal with that? Since we realize that we don’t want to slug it out in public, how can you keep from appearing the complete wimp to everyone?
Stick to your message!
If you have enough belief in your core message you will want to prove it by sticking to your guns when others would attempt to put in their two cents. This opposition usually comes through social media as negative comments and complaints regarding your products, services, or particularly any changes you may have made. No one likes change, especially to things they enjoy or purchase. On the other hand, a lot of time, thought and energy most likely went into your brand new products or product changes. To roll with every whim of a capricious public is to welcome disaster. You should answer every post though, with your characteristic diplomacy and customer care, but leave no doubt that you stand behind your products and services.
An illustration of steadiness in the storm from Shake Shack
One fine example of a company enduring an onslaught of negative social comment is reported by SocialMediaToday.com. Shake Shack, a New York City restaurant found itself in the deep fryer when it modified the shape of its french fries. Soon the Twittersphere was chirping negative, and the fight was on. ShakeShack, to their credit however, answered by staying on message, and defending the change, while bothering to answer each objection with care. When you’re right, sometimes it is possible to stick up for yourself. Just be sure you’re right!
We don’t believe that any publicity, whether good or bad, is great publicity. It’s best to always leave a positive impression. Leave it to the experts; contact us today!