You probably won’t always please everyone when you run a business. Social media makes it easier than ever for people to vent about bad experiences, and gives your customers an arena to vent their frustrations about negative experiences. While it’s certainly important not to ignore the problem, it’s even more important how you choose to face the problem.
Meet Joyce. Joyce is a wealthy Florida homeowner with a nice, long pier at her home. It seems Joyce doesn’t like people fishing around her dock in her water.
So, someone with a great sense of humor and a big grudge started Fish Joyce’s Dock on Facebook. The Page, just a few days old, has almost 10,000 followers, over 400 reviews and a video with more than 112,000 views. And, there is a meet-up scheduled there this weekend with more than 749 people committed to go. You really can’t make this stuff up!
Why does this matter to you? Because as a business, it can happen to you. What can you do? MH Media Strategies’ Michael Hughes explains the importance of Crisis Management within the realm of social media:
First of all, listen. Don’t wait for a full-blown catastrophe. Keeping an ear to the ground allows you to catch issues before they become major problems.
Prepare to handle issues personally. Acknowledging someone’s problem and directing it offline not only helps dissuade the situation, but takes it off of a public forum.
Lastly, be sure your social reputation is in safe hands. Whoever is in charge of handling your social presence needs to have the time and attention to monitor and respond quickly and appropriately, and have a keen understanding of social media platforms, trends, and insights.
Give us a call. We help our clients with this very issue.
And whatever you do, don’t be a “Joyce.”