What is your greatest fear? Is it spiders, scary clowns, or perhaps like me, you fear public restrooms! If you are a business owner, you might fear drowning in the social media sea weighted down by all of the latest technology tools.
Social media marketing and all the new tools that we are expected to master can seem like something out of a creepy Tim Burton movie. You open a closet door and fall into a giant Facebook hole. The floor is covered in Yelp ads and flashes of LinkedIn discussions dart across the room before you see the giant Google plus logo sprawled out on the floor. There is a small blue bird sitting in the corner laughing out loud as he watches cat videos on Youtube. You hear a heart beating faster and then heavy breathing. You realize it is you, running after a social media train that you can never catch. And then you wake up, sweating. Okay, thanks for letting me share my nightmare with you.
I will be taking on one fear each day, that we hear from clients when it comes to using social media for marketing their businesses, so that by next week, you should be able to sleep like a baby holding a scary Chuckie Doll!
SOCIAL MEDIA FEAR #1
Someone is going to post a negative comment on my blog or social sites.
Okay, so this one is scary, but just like having a spider in your bed, isn’t it better to SEE the spider so you can spray it with an entire bottle of hairspray, than to slide under those covers and realize those hairy legs don’t belong to your spouse?
If someone writes a negative comment or review about your business on your blog, your Facebook page, your Yelp or Foursquare account, you can address the problem, offer a solution and hopefully get the person to end up singing your praises. If you don’t have a platform for customers to vent or provide feedback, they will find somewhere else to vent and your bottle of hairspray will be as useless as spray hair gel (trust me…it doesn’t even slow them down).
One of the most important things to remember, if someone ever DOES post a negative comment or review, is that you must address it. (Read these 4 Tips for Responding to Negative Reviews) Many businesses have a knee-jerk response and want to remove the post quickly. This will only add fuel to their anger and four letter words about you to their posts. Be real with them. Offer to take the discussion offline if you’d like, but assure then you want to take care of the problem.
If, indeed the person who left the nasty note on your page is not real (this has happened), or they will not respond to your offer to help resolve the issue, either let the last word be yours offering again to work with them, or in some cases (on Facebook at least) you can hide the post from others that come to the page.
So turn your fear on this one into ways to provide exceptional service and stomp it off your list. Tomorrow we take on personal information being shared on business pages! AHHHHHHHH. Sleep well my pretty!
I am the President and Chief Hooligan at SocialKNX, where we help to manage the madness called social media marketing. I’d love to hear from you and know what keeps you up at night (aside from the Burrito that ate Juarez)! What challenges or fears do you have when it comes to managing your social media marketing plan?