By Ini Augustine
In today’s quickly changing social environment, every company should be prepared to handle a social media crisis. It’s not a question of if, but when you, or your company could be under attack online. Even though a social media crisis starts small, it can progress into something that is very difficult to handle. This is why it is crucial that you detect a social media crisis while it is still in its early stages.
Step #1: Don’t ignore it
Social Media fiascos typically start with something small. A customer posts a bad review, or a negative blog is posted. Recognize that this is the point at which your company should respond to the situation proactively.
When you notice an unhappy or angry customer has left a not-so-good review on your Facebook or Twitter page, it’s a good time to reach out. It is crucial to constantly monitor your company page and set a Google alert for your brand. Once you spot a potential social media try to resolve the problem that is causing it.
Step #2: Identify the Problem
Accepting blame is not a typical human response. While there are individuals out there that will never be happy, consider most customer are being honest about their experience. Apologize, right away if you are sorry. Explain why your company has a certain policy if you’re not.
A certain company went through a sudden social media crisis when a fan posted a question asking for directions on how he could ask them for help and they failed to respond. Because of this, the fan posted very bad reviews about the company the next day, which went viral quickly. People shared the negative post more than 50 times in 24 hrs. Once we stepped in , we approached the unhappy poster, and provided him with the info that was required. He then posted a positive review, which got shared 15 times.