- Take your time – while it is important to deal with the issue quickly (less than 1 hour is ideal), it’s also necessary to take a step back and address the root of the problem. This also gives you a chance to formulate a proper and constructive response.
- Don’t Delete – unless the comment/post is derogatory or goes against your code of conduct, it is better to leave the comment, and address the problem with a solution. This offers transparency that many consumers crave, as well as demonstrates you care about your customers’ concerns.
- Apologize! – but do one better, offer a solution to their problem. In the online world, we lose the authenticity of apologies, so having that solution ready helps the apology come across as more genuine and less generic.
- Avoid fueling the fire – don’t attack the negative poster, and don’t continue to argue if that person continues to make a fuss. Suggest alternative contact (a phone call for example) and then stop responding. Some people just live to troll – and your other customers will recognize that.
- Have a plan – it’s always good to know what to do in case of an online crisis. Public relations still plays a big role in online marketing, and you should know who, what, where, when and how to resolve any issues online.
Have you ever had a social media crisis and lived to tell the tale? Let us know your favourite tricks to doing social right!