Don’t Be a Victim of Social Media Disaster
Social media is essential for your offline business. It gives you a direct link to your customers and helps you find new ones. However, if your social media presence isn’t managed the right way, it can be disastrous for your company’s image. Here are a few of the most common disasters and ways you can avoid them.
Social media works well to help establish your good reputation but it can also destroy it. It’s a platform where your customers have a voice. What if one of them is unhappy with your products, services or practices? They can publish their complaint so that everyone can see it.
Damage control isn’t a big deal; it’s just part of social media. It’s not disastrous when someone complains about your company, but it is when you respond too slowly or don’t respond at all. Monitoring your social media sites is a 24/7 responsibility. When someone complains, you need to be there to address the issue.
Responding the Wrong Way
You can easily turn a slight bump in the road into a complete wreck by responding the wrong way to comments. If someone is rude or insulting, you may be tempted to respond negatively or be defensive. Even if the comment is completely out of line, a negative response makes your business look bad. Your response should always be positive and constructive.
You’ve probably noticed that you can simply delete comments that you don’t like. This can actually be more disastrous. To people who saw the comment before it was deleted, this looks very bad. You should only delete comments that are obscene, spammy, or excessively rude.
Selling, Selling and Selling
While the overall purpose of your social media presence is to boost your business, one of the biggest mistakes businesses make is to overly self-promote. If you do this, you’re misunderstanding the real purpose of social media. Your customers are there to socialize, meet people, and share common interests. They’re not interested in being marketed to. If you blatantly promote your business too much, you’ll lose them.
You also risk having people complain to the whole world about your social media tactics. Instead, think of social media as a way to build a stronger connection between your business and your customers.
The Wrong Spokesperson
To handle all of your social media tasks and maintenance, you should assign someone from your company to be the manager. Try to choose someone who is social media savvy and has experience on those types of sites. Keep in mind that one of the deadliest mistakes you can make is assigning the wrong person to this post. The wrong person is someone who might make the job too personal, talking about himself too much, or might make political, religious or other touchy comments. Your social media manager should know that his or her job is to represent the company in a positive way, and that’s all.
Social Media Disaster Prevention
The key to managing social media disasters effectively is to have a solid plan. Long before a disaster strikes, make sure that you know exactly how to handle it. Talk to everyone in your company who is involved in social media and make sure they understand the protocols and rules.