#SMDAYMIA
WHEN SOCIAL
MEDIA ATTACKS!HOW TO DEAL WITH TROLLS, HATERS & UNHAPPY
PEOPLE
JUNE 29, 2014
#SMDAYMIA
HERE’S A GUARANTEE …
•SOMEONE, SOMEWHERE WILL GET MAD ABOUT YOU OR YOUR BUSINESS.
• THEY WILL TURN TO SOCIAL MEDIA TO VENT ABOUT IT.
• IF YOU DON’T RESPOND, THEY WILL BECOME REALLY MAD AND CREATE A BLOG DEDICATED TO HOW MUCH YOU SUCK.
JUNE 29, 2014
#SMDAYMIA
THIS…
JUNE 29, 2014
TURNS INTO THIS
http://staciehuckeba.wordpress.com/ #SMDAYMIA
#SMDAYMIA
• BRANDS ARE LEAVING PEOPLE FRUSTRATED
• 59% OF COMPANIES MONITOR FOR MENTIONS IN 2014; DOWN FROM 70% IN 2010
JUNE 29, 2014
#SMDAYMIA
STEP ONE: PLAN•GET POSITIVE STORIES OUT THERE ON A REGULAR BASIS
• ENCOURAGE YOUR HAPPY CUSTOMERS TO LEAVE REVIEWS ONLINE
•HAVE SPECIFIC STEPS FOR HOW YOU WILL MAKE THINGS RIGHT
• REFUND? COUPON? LIFETIME SUPPLY OF TACOS?
• CUSTOMER SERVICE EMAIL (WITH A REAL PERSON BEHIND IT) OR PHONE NUMBER
• SET THE EXPECTATION INTERNALLY – 4 HOURS OR 24 HOURS TO RESOLVE IT?
• EMPOWER YOUR STAFF TO MAKE THE DECISION & MAKE IT EASY
JUNE 29, 2014
#SMDAYMIA
STEP TWO: MONITOR
• USE HOOTSUITE, NUTSHELL MAIL, TWEETDECK , FACEBOOK NOTIFICATIONS OR TWITTER SEARCH
• HAVE MORE THAN ONE SO YOU DON’T MISS A BEAT
• IF YOU DON’T, SOMEONE ELSE WILL… MAYBE EVEN YOUR COMPETITION
JUNE 29, 2014
#SMDAYMIA
STEP THREE: ACKNOWLEDGE
•BE TRANSPARENT & POSITIVE
JUNE 29, 2014
… AND DO IT QUICKLY!
24 hours later….
#SMDAYMIA
#SMDAYMIA
NEVER DEFEND OR LASH OUT IN ANGER
JUNE 29, 2014
Please Do Not Feed the Trolls. It is unkind and unnecessary.
#SMDAYMIA
STEP FOUR: OFFER TO RESOLVE IT• DO IT IN PUBLIC ON THE CHANNEL IT
APPEARED
• ASK THE PERSON TO:
• SEND A DM
• CALL A SPECIFIC PHONE NUMBER
• SEND AN EMAIL
• IF YOU KNOW THE CUSTOMER, CONTACT THEM DIRECTLY
JUNE 29, 2014
#SMDAYMIA
DELIVER ON THE PROMISE
If your handle says “cares”,
then show you care & stop
selling to me.JUNE 29, 2014
#SMDAYMIA
STEP FIVE: LEARN FROM IT
• ALWAYS LOOK TO IMPROVE CUSTOMER SERVICE
• WAS IT AVOIDABLE?
• IS THERE A MISSED OPPORTUNITY?
JUNE 29, 2014
#SMDAYMIA
A BLUE STORY
JUNE 29, 2014
VS.
#SMDAYMIA
HOW IT COULD HAVE TURNED OUT…• MORE
REFERRALS
• MORE BUSINESS
• MORE TRUST
• BRAND AMBASSADOR
JUNE 29, 2014
#SMDAYMIA
JUST BE AWESOME• PLAN• MONITOR• ACKNOWLEDGE• RESOLVE IT• LEARN
JUNE 29, 2014
#SMDAYMIA
ROSIE TAYLOR
•@ROSIEMEDIA
• FACEBOOK.COM/ROSIEMEDIA
• LINKEDIN.COM/IN/ROSIEMEDIA
•WWW.ROSIEMEDIA.COM/BOOKOFFER
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