ChiroSushi Summit Closing Speaker, Grant Cardone dives into Online Reputation & Social Media.
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Criticism, dissatisfied customers, varying opinions, opposition, even intentional and malicious brand-bashing are not new challenges in business. These issues has been around since the creation of gossip and opposition, it is the power, accessibility, and reach of the web that makes your social media reputation a new issue.
Here are some ideas about how to manage negative social media:
Handle ALL negative post as opportunities.
All complaints, bashing, and customer dissatisfactions should be treated as opportunities, not problems (until proven to be something else). A dissatisfied customer or post can be turned into a fan when handled correctly. I have a policy in my company where I personally contact every customer that expresses a complaint with the goal of making turning a problem into a win for everyone.
The sooner you handle the complaint the easier they handle. Respond immediately and reasonable people will appreciate you making them a priority. Don’t respond with the intent for them to remove a post or criticism but to handle it. “Wow, I saw what you posted online and I wanted to call you right away and see what I could do to handle it. I had no idea. Tell me about what happened. What can I do to resolve it?” Most people, when handled correctly, will then retract the post or post how great you are.
Do not respond publicly online to something negative as you only bring more attention to it. Like an communication, it is best done when handled directly either by phone, a direct message or even in person if possible. Be careful not to suggest wrong doing in your message but that you want to see what you can do to handle the upset.
*portions of this article appeared originally in Social Media Reputation Management Tips on Huffington Post – read the 3 other tips there or learn more about ChiroSushi Summit speaker Grant Cardone here