I haven’t met a single business owner who hasn’t had the thought of becoming another social media horror story cross their mind at one point or another. Whether it be a scathing review or snarky comment, I’m sure it’s everyone’s preference to not be on the receiving end. Social media reputation management doesn’t have to be tough or harmful to your credibility. In fact, if it’s done right, you could potentially enhance your credibility by handling negativity with class.
Next time you find yourself in a flame war with a troll, refer to these social media reputation management tips:
Comment On Negative Comments Rather Than Erase Them
By commenting on a negative comment, you have the ability to get the story straight and show people how cool you remain under pressure. The more calm you remain, the more irrational and belligerent the offending commenter will appear should they decide to continue into a streak of negativity.
It’s not overly difficult to win somebody over who isn’t currently a customer by simply addressing a negative comment with a little bit of humor to show that you can take yourself less seriously than the competitor.
Delete Inappropriate Messages & Posts Right Away
Although it should be protocol to leave all messages approved and undeleted, there are most certainly exceptions. You shouldn’t feel obligated to condone disrespectful or rude comments that contribute nothing at all to the integrity of your website. Deleting a review that’s overly critical doesn’t count but anything that you don’t want your grandma to see should be deleted promptly. Whenever you get a comment that obviously violates that site’s TOS (Terms of Service), then it’s crucial that you report it right away and not subject people to the same treatment you dealt with.
Keep Your Cool
The most important key to success when it comes to social media reputation management plan is to keep your cool. You will never look like the good guy if you try to fight fire with fire. There is no tone-of-voice to get your message across so you should always take the “high road” and stay calm. Everyone is entitled to his or her opinion and that person might just be having a really bad day or might be very passionate and vocal about that particular topic. You never know what’s going on in their world!
Dealing with negativity sucks but you can prevail if you use the opportunity to let your integrity shine.
The fact of the matter is that accidents do happen and people just want to know that you’ll be there to clean up the mess if it’s your fault. Fair enough, right?
I hope this post has helped you. If so, please share by clicking the share buttons below! Want to know more about social media reputation management? Post your comments and questions below.
Melonie Dodaro, of Top Dog Social Media, is passionate about social media and helps business owners, sales teams and professionals to use social media marketing to boost their visibility, attract new customers and increase their revenue. Dubbed by the media as Canada’s #1 LinkedIn expert and social media strategist, she’s also a regular contributor to several social media and business magazines and is a highly sought after social media speaker and trainer. Want a great LinkedIn profile? Grab Melonie’s free checklist at http://LinkedInChecklist.com and learn more about her at http://TopDogSocialMedia.com.