I had a great time presenting for an enthusiastic crowd at Social Media Day 2014! It was even better meeting new people and seeing familiar faces! The Arscht Center is a beautiful venue and it was a fun day! If you missed it, my talk was about managing the negative feedback you will encounter on your social media channels. No matter how much you try to deliver excellent service, there is always someone somewhere who will hate on you and write a negative review or worse. Some Internet Trolls will just go on a campaign to give you grief. So what’s an honest brand to do? The key to managing your own reputation is to acknowledge and then respond positively. Some of the hot button questions were about Internet Trolls. If someone is truly looking to ‘troll’ you and just make your life miserable, all you can do is ignore them. While I’m not a fan of deleting posts, if someone is trying to start a ‘flame war’ and basically defame me or my brand, it’s okay to get rid of those messages. They offer no opportunity to be positive and there’s no way to interact with someone who is being unreasonable and hell-bent on destroying your reputation. How do you know it’s a troll? When nothing you do satisfies and they do not actually respond when you make a sincere effort to make things right. Chances are they not even a customer. I talked about an example with Amy’s Baking Company and the infamous couple who engaged in flame wars on their Facebook page back in 2013 when Gordon Ramsay’s Kitchen Nightmare show attempted to help them. Many of the negative posts came from people who saw the program on TV or heard about how insane they are. (For the record, I was totally shocked to see that theses people are even in business anymore.) They are not customers, but they are fans of Kitchen Nightmares or they love an easy target. Amy and her husband Samy are perfect targets because they feed into the angry and hateful posts. If a real customer is really unsatisfied and upset, they usually will give you the opportunity to resolve things.
Here’s the slide deck: