The Dos and Don’ts of Handling Social Media Opps
Who among us hasn’t had a social media mishap? Whether you accidentally tweeted something personal from your company account or responded to a negative comment in a less-than-professional manner, handling social media opps can be tricky. However, with a few dos and don’ts in mind, you can minimize the damage and even turn the situation into an opportunity to engage with your audience. Let’s dive in.
The Dos of Handling Social Media Opps
Do Acknowledge the Issue
When someone points out a problem, don’t sweep it under the rug. Instead, acknowledge the issue and let the person know that you’re looking into it. This shows that you’re taking their concern seriously and can help defuse the situation.
Do Respond Quickly
In today’s fast-paced world, people expect quick responses, especially on social media. So don’t wait too long to respond to a social media opp. Even if you don’t have all the answers yet, acknowledge the person’s concern and let them know when they can expect a more detailed response.
Do Apologize When Necessary
If your company made a mistake, own up to it and apologize. A sincere apology can go a long way in restoring trust with your audience. However, be careful not to apologize for something that wasn’t your fault or that you don’t have all the information about.
Do Take the Conversation Offline
If the social media opp involves a complex issue that can’t be resolved in a few tweets, it’s best to take the conversation offline. Provide the person with an email address or phone number where they can reach out to your customer support team for more personalized attention.
The Don’ts of Handling Social Media Opps
Don’t Delete Negative Comments
Deleting negative comments can make it look like you’re trying to hide something. Instead, respond to the comment and try to resolve the issue. This shows that you’re transparent and willing to address concerns openly.
Don’t Get Defensive
Responding to negative comments can be emotionally charged, but it’s important to stay professional. Don’t get defensive or lash out at the person making the comment. Instead, try to understand their point of view and respond in a calm and empathetic manner.
Don’t Ignore the Issue
Ignoring social media opps can make the situation worse. If someone reaches out to you on social media, they’re expecting a response. By not responding, you’re sending a message that you don’t care about their concerns.
Don’t Respond Harshly or Sarcastically
It can be tempting to respond to negative comments with sarcasm or harsh words, but this can backfire and make the situation worse. Remember that your responses are public and represent your company’s brand. Keep your responses professional and respectful.
Conclusion
Social media opps can be stressful, but they also present an opportunity to engage with your audience and demonstrate your commitment to customer satisfaction. By following these dos and don’ts, you can handle social media opps like a pro and minimize the damage to your brand. Remember to acknowledge the issue, respond quickly, and focus on resolving the situation in a professional and respectful manner.
