I wrote, drafted and produced this marketing video for StrategicVision Business Devleopment Corporation
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The 6 R’s To Fix Any Social Media Crisis
Accept It- We live in a society where EVERYONE wants to
voice their opinion.
It seems that the loudest voices are those that are
constantly negative.
What makes it worse
is social media has made it easier for them to speak!
Though this is the case…..NOTHING is worse than having a
negative voice speak about
YOUR BRAND
These voices are toxic- Poison to your brand and business.
They come in many different forms; either they will be there
to complain about their experience with you…or wreak havoc- their actions are
deadly and can cause your business serious problems!
So …. The question is… what do you do when these monsters
come with the intention to destroy your social media presence?
Simple- You use the 6 R’s
These easy six steps will help turn any crisis into a
positive experience.
1. Respond Quickly
·
Customers feel that
their comments and concerns need to be addressed instantly and through the same
social media channel. Some companies attempt to respond within an hour. While
others try to reply within a twenty-four hour period. Regardless of the
situation it’s up to address the problem first! Monitor your social media
platforms to be sure that no crisis is slipping through the cracks!
2. Reply In A
Conversational Style
·
It’s important to
reply to any crisis or situation in the most conversational way possible. Be
sure to customize each response and be sure to Stay away from canned answers
and reply’s r.
3. Refuse To Be
Defensive
·
Be in control of the
situation, especially if the customer is obviously angry. Begin with an apology and ask certain
questions. Show a sincere desire to listen while reassuring them that you’re
doing everything in your power to resolve the issue; stay cool and don’t get
defensive.
4. Request a private
form of communication
·
Obtain the customers
contact information immediately. Ask them to send a direct message to you, with
their information. This allows you to interact privately on the phone or in a
longer email conversation. This will save you from public humiliation!
5. Resolve Publicly
·
When the problem is
resolved be sure to go back to the original social media channel and show
gratitude towards the customer. Say thank you… for bringing the problem to your
attention, and allowing you to fix it. The goal here is to show publicly that
the experience was resolved in a positive manner.
6.
Review The Experience
·
Go to the initial
spark of conflict. Observe your business, ask yourself…. What can we learn from
this experience? Is there a part of our company that can be improved? Using
these experiences as opportunities of growth will benefit your business
immensely.
It’s
inevitable! As a business owner you will always come across a crisis. Every
business has to deal with these types of situations…The difference is.. when
the moment arises ….
How
will you respond?
