This week on the Magnet Minute, Amy shares some crisis management tips for businesses to keep in mind as they deal with negative feedback in the digital space, through social media, blogging, or public review sites.
Just like you should have a community management policy for your brand, there should be a crisis management plan within it so you’re prepared. It’s best to plan for the worst, so brainstorm different scenarios that could occur. Especially so you can make your social team aware of the types of occurrences that are high level enough to bring in certain supervisors versus handling something small on their own.
It should not be a part of your policy to avoid these situations when they happen. Not responding shows the community that you’re not listening and/or don’t care, and deleting the comment if you have the ability will only fuel the fire and make the upset customer lash out that much more strongly to get your attention. Show the community you believe in your product and that you’re happy to talk to anyone who didn’t have a good experience. (The exception to this rule would be if there were political, religious, or other conversations that your brand cannot be associated with. Try to get away from those situations as quickly as possible.)
When dealing with negative feedback, try killing with kindness. Most comments are out of impulse and actually don’t have a lot of reasoning to back them up. So they will either go away entirely, making you look like the good guy for trying to help, or you’ll be able to fix the problem and make what was once your biggest enemy into your biggest advocate.
Have you had to deal with a sticky situation with digital negative feedback of your brand? Share your tactics in the comments below!
- View all of Amy’s Magnet Minute videos on YouTube
- Take a look behind-the-scenes of this video as part of Savvy Sexy Social’s “VEDA” / “Vlog Every Day in August” challenge
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Amy Schmittauer is the Founder & Face of Savvy Sexy Social. She is a social media frenzy working as a freelance video blogger, writer, and social relations consultant. Connect with her on Twitter, Facebook, and Google +.
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